At InStride, we’re pioneering a new approach to workforce education.
Our mission is to enable employers to provide life-changing education to their employees in partnership with the highest-quality global academic institutions.
We unlock business and social impact to transform companies and people for the future.
We believe that a company’s richest resource is their employees, and that investments in people yield the highest returns for individuals, businesses, and society as a whole.
That’s why every InStride employee is eligible to enroll in 1,700+ online certificate and degree programs through our Step Forward program.
Unlike traditional tuition reimbursement programs, InStride covers your tuition upfront, regardless of your course of study, degree type, or school.
The Step Forward program, along with InStride’s best-in-class employee benefits, are available to all employees from the day they join InStride.
Read further to see how you can be part of the movement to drive businesses and society forward through life-changing, best-in-class workforce education.
Role Overview
InStride’s Learner Support team plays an integral role in delivering high-quality experiences for employees of InStride’s corporate partners (also referred to within InStride as “learners”).
This role will advocate for the needs of the learners, and provide 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 connect internal teams within InStride (e.g., Success, Product, Technology, Marketing) and external partners (Corporate Partners and Academic Partners) to solve issues raised by learners, bring feedback to light, and represent the end-user perspective to improve the user experience for all of our partners.
This position reports to the Manager, Learner and Partner Support.
Responsibilities
- Deliver responsive, high-quality, and empathetic support for end-users of the InStride learner experience and InStride partners, coordinating resolution of general inquiries, interface bugs, and data issues
- Triage learner, corporate partner & academic partner issues – logging, assigning, and supervising tickets until full resolution is achieved
- Support learners efficiently through a variety of different channels (chat/email)
- Collect feedback, research ongoing trends, and find patterns we can surface to cross-functional teams.
- Identify areas of opportunity through automation or added features for our end-users.
- Work through creative solutions to effectively answer learner questions, provide guidance, troubleshoot and resolve issues, and route feedback.
- Synthesize product feedback from learners and corporate partners.
- Participate in user acceptance testing (UAT) for new features, submit feedback, and represent learner perspective.
- Document issues and steps for product and engineering teams to use as they craft our product.
- Participate in monthly forums for the broader team to discuss learner trends and issues.
- Work on ad-hoc projects that will help expand the support function as assigned.
Ideal Profile
- 3+ years or more of experience in a technical or customer support or student success role, ideally this experience is in higher education and/or startups.
- Some experience in ticketing systems like Zendesk and Jira is a plus.
- Demonstrate outstanding interpersonal, verbal, and written communication skills, with a consistently professional demeanor.
- Strong analytical and problem-solving skills
- Excellent independent judgment
– 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. - Proven experience collaborating and interacting with external partners.
- Strong organization and time management skills.
- Detailed 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 passionate about delivering value.
- 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.
Effective November 1, 2021, all new hires must be fully vaccinated against the COVID-19 virus unless they have been granted a reasonable accommodation.
If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation is approved by the People & Talent team in writing.
If you are looking to apply for one of our Remote opportunities please know that InStride is only able to employ candidates from the following states.
Arizona
California
Florida
Illinois
Louisiana
Maryland
Massachusetts
Michigan
Missouri
Nevada
New Hampshire
New Jersey
Ohio
Texas
Washington
Wisconsin