Learner Support Specialist at InStride

| Greater LA Area
Sorry, this job was removed at 4:19 a.m. (PST) on Friday, October 9, 2020
Find out who's hiring in Los Angeles.
See all Operations jobs in Los Angeles
As the leading provider of strategic enterprise education™, InStride enables employers to provide career-boosting degrees and credentials to their employees through a network of high-quality academic institutions. We help organizations transform their businesses and achieve social impact by unlocking the power of education. 
InStride is a public benefit company whose mission is to develop the workforce of the future by helping employers provide career-boosting education opportunities to their employees through a network of high-quality academic institutions. We believe the most enduring way for companies to achieve transformative business and social impact is by investing in their people.
The Customer Success team works directly with innovative corporate partners to manage and operate strategic enterprise education programs that provide life-changing educational opportunities to their employees (also referred to within InStride as “learners”). This person will play an invaluable role in improving the overall experience for InStride learners as they pursue their goals through education.
 
Reporting to the Director of Customer Success, the Partner Support Specialist is responsible for advocating for the needs of the learners that InStride serves, and providing support and issue resolution for users in all phases of their academic experience. In this role, you will become deeply familiar with the end-to-end process of being a learner at each institution in our Academic Network, understanding how learners move through the journey and the potential barriers or challenges that they may face at each phase of the experience.
 
This individual will be a critical connector across internal teams within InStride (e.g., Success, Product, Technology, Marketing) and external partners (Corporate Partners and Academic Partners) to solve issues raised by learners, surface feedback and represent the end-user perspective to enhance product and academic partnership development. The role also involves managing general operational processes, documentation and taking a proactive problem-solving approach to key initiatives.

Responsibilities

  • Develop and manage a codified system for tracking, managing and resolving learner-level issues, including ensuring cross-team visibility and escalation
  • Deliver responsive, high-quality and empathetic support for end-users of the InStride learner experience and InStride partners, coordinating resolution of general inquires, interface bugs and data issues
  • Triage learner, corporate partner & academic partner issues – logging, assigning and monitoring tickets until full resolution is achieved
  • Synthesize feedback and surface insights, ongoing trends and patterns to cross-functional teams to identify areas where we can better serve our learner base through automation or added features 
  • Work through creative solutions to effectively answer learner questions, provide guidance, troubleshoot and resolve issues, and route feedback
  • Maintain and regularly update learner journey workflows and other internal and external documentation and guides
  • Synthesize product feedback from learners and corporate partners
  • Participate in user acceptance testing (UAT) for new features, submitting feedback and representing learner perspective 
  • Document found issues and steps to reproduce for product and engineering teams
  • Support ongoing learner and corporate partner engagement - monthly newsletter content, distribution of marketing toolkits and ongoing program updates
  • Partner with subject matter experts on the Academic Partnerships team around billing, financial aid and enrollment questions
  • Other duties as assigned

Qualifications

  • 3+ years or more of experience in a technical or customer support or student success role, experience in higher education and/or startups is a plus
  • Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
  • Strong analytical and problem-solving skills
  • Excellent independent judgement - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
  • Have demonstrated experience collaborating and interacting with external stakeholders 
  • Demonstrates strong organization and time management skills
  • Detail-oriented and able to manage multiple projects at once with a high degree of autonomy
  • Excited by the challenge of helping support a world-class business that is both mission-driven and focused on delivering high revenue growth
  • High EQ, comfort with ambiguity and a “no job too small” startup mentality

InStride is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.
We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please discuss your requested accommodation with our HRBP.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Dynamo DBDatabases
    • AWS RDSDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM

Location

Our DTLA office provides easy access to public transportation, great restaurants, museums, and other attractions.

An Insider's view of InStride

What’s the vibe like in the office?

At InStride we operate in a fast-moving environment, which makes it really fun. There’s a lively energy in the office and a sense that we’re all in this together.

Michelle

VP, Academic Partnerships

How do you collaborate with other teams in the company?

The nice thing about InStride is that we’re really empowered to take the initiative and collaborate with other teams to think through solutions. Everyone is comfortable around one another and is open to sharing ideas–it doesn’t matter what team you’re on or what level you’re at.

Michael

Manager, Engineering

How does the company support your career growth?

Lifelong learning is core to the mission of the company but also the goal for our staff, and I think that’s really important. The Step Forward program means a lot to me because I never thought I would go back to school for my master’s and thanks to InStride I’m super excited to enroll.

Kat

Executive Assistant

What are some social events your company does?

We have the InStride Supper Club where every month we try a new restaurant. As a big foodie myself, that’s something I really enjoy.

Alex

Manager, Growth Marketing

What are InStride Perks + Benefits

InStride Benefits Overview

We want InStriders to thrive and feel supported. Here are a few perks and benefits we are proud to offer our team.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Game Room
Our game room is shared and includes ping pong, pool and a wine fridge.
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Parking
We offer employees A parking subsidy.
Recreational Clubs
Our clubs are growing but here are a few. Our Supper Club for foodies. Our Give Back program to support our local community. Our weekly Creative Juices on Wednesdays to think outside the box.
Professional Development Benefits
Tuition Reimbursement
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within

Additional Perks + Benefits

As part of our mission to enable lifelong learning, we provide full tuition coverage for InStriders to earn a degree or credential from a university online within our network.

More Jobs at InStride14 open jobs
All Jobs
Finance
Dev + Engineer
Marketing
Operations
Sales
Marketing
new
Los Angeles
Developer
new
Los Angeles
Finance
new
Los Angeles
Operations
new
Los Angeles
Developer
new
Los Angeles
Developer
new
Los Angeles
Developer
new
Los Angeles
Developer
new
Remote
Developer
new
Los Angeles