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.
Goals of the Position:
- Provide a high level of customer service and professionalism
- Ensure students are successful in meeting their academic goals
- Ensure students have a “one of a kind” top-notch positive experience
To accomplish these goals, the best candidates will be able to:
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
Required Skills, Education & Experience:
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
- Grab a Shovel – When things stall or get messy, we roll up our sleeves. We step in and get to work.
- Help Others Succeed – We create the conditions for others to win. We collaborate, coach, and lift each other and our learners up.
- Remove the Friction – If it's in the way, it doesn't stay. We clear the path for success.
- Play as One Team – This only works if we do it together. No turf. No silos.
- Transform What's Given – We treat constraints as fuel. Using what we have, we invent a better way forward.
- Build for the Learner – Learners are why we are here. We build like it matters - because it does.
- Generous time off policies, 11 public holidays & 1 floating holiday.
- Medical, Dental, and Vision Insurance Coverage
- 401K Safe Harbor: StraighterLine contributes 3% of your total salary whether you contribute or not
- Six weeks paid parental leave
- Free StraighterLine courses for you and your family members
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