Support Specialist

At StraighterLine we are on a mission to help students succeed!   About Us StraighterLine is the leading provider of high-quality, affordable, online courses that help learners earn college credit and meet their professional goals. Each year, 150,000 learners take one of StraighterLine’s 215 courses to upskill into new careers or earn credit from over 2,000 colleges and universities worldwide. StraighterLine works with institutions and corporate partners to provide their students and employees with flexible education options that allow them to work and learn at their own pace. Visit www.straighterline.com for more information.

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

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.
Working at StraighterLine StraighterLine team members work every day knowing that they are helping learners on their path to employability and career success. We're an inclusive team that fosters collaboration, that trusts and communicates openly. Like our students, we are lifelong learners and strive for excellence in our work.   Our Core Values: We believe that how we work is just as important as what we accomplish. Our core values guide every decision we make, every interaction we have, and every experience we create for our learners and one another.

• 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. 

  We also know how important a life outside of work is, and the support that employers can contribute.   Our Benefits:

• 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

  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, parental status, national origin, age, disability status, protected veteran status, or any other characteristic protected by law.