Support Specialist

 

StraighterLine Support Specialists directly support StraighterLine learners as they advocate for providing learner-centric support and assistance ensuring a positive, professional experience for learners in pursuit of their academic goals, certifications  and achievements. Support Specialists take ownership of all corporate customer issues through resolution, identify recurring trends and operational barriers, and collaborate with cross-functional teams to improve processes and remove friction for learners. The role also supports colleagues, contributes to Help Center, Support Hub, and internal knowledge resources, and leverages approved AI tools and technology to improve productivity, self-service, and response consistency.

Successful Support Specialists demonstrate advanced proficiency with StraighterLine’s Student Information Systems (SIS) and Support technologies while remaining adaptable to changing business priorities,  cross-brand needs and schedules. They consistently model professionalism, empathy, sound judgment, accountability, and a commitment to delivering a high-quality learner experience.

• Work in a contact center/KPI performance-driven environment

• Must be able to sit for extended periods of time (scheduled shifts w/breaks and lunch) answering calls assisting students handling incoming interactions via phone, chat, email and help desk support tickets

• Actively listen to student concerns and challenges in order to efficiently identify, mitigate and provide solutions

• Work independently to follow documented processes and procedures when working to solve student issues/concerns

• Meet and/or exceed individual and team performance metrics designed to ensure all goals are achieved

• Work with multiple software platforms to perform job function to the best of their ability

• Provide prompt attention to work shift arrival, and adherence to attendance policies 

• Create a positive and seamless student experience at all times

• Exemplify a positive caring attitude with a strong work ethic

• Minimum 5+ years of experience customer support, contact center, or related customer-facing experience; education or EdTech experience preferred

• Bachelor’s degree, or Advanced Degree strongly preferred

• Prior online education experience preferred  

• Proficient and strong analytical skills with attention to detail

• Possess empathy and passion for the student as customer

• Exceptionally organized and able to prioritize around shifting needs

• Excellent written and verbal interpersonal communication skills

• Extremely patient, an active listener with high degree of attention to detail

• Possess excellent time management, multi-tasking and organization skills

• Positive disposition to ensure a pleasant experience with colleagues throughout the day

Recognized by Fast Company as one of the “10 Most Innovative Companies in Education,” the New York Times, Inside Higher Ed and more, StraighterLine's innovative courses and relationships with colleges makes higher education affordable again. StraighterLine is backed by leading venture capital firms like FirstMark Capital -- a New YorkCity-based venture capital firm with a history of successful investments in online, consumer-focused and education businesses -- Chrysalis Ventures, and three of the best known education-focused investors City Light Capital, ReThink Education and New Market Ventures.