[Hiring] Student Experience Lead @Colorfuel

Role Description

As a Student Experience Lead, you’ll manage our front-line support team and oversee daily operations in communication tools like Drag, Slack, and Genesys. You’ll be the go-to person for escalated customer needs, helping us deliver quick, empathetic, and efficient service to students, families, and districts. This role requires both strong leadership and a willingness to jump in wherever help is needed.

Responsibilities

• Provide daily support and direction to Student Experience Representatives
• Monitor and manage team workflows across Drag, Slack, and Genesys
• Respond to escalated phone calls and customer concerns with professionalism and urgency
• Triage and assign incoming emails quickly and accurately
• Ensure key response metrics are met (e.g., <15 emails on Main Board, 24-hour follow-up on Stalled Board)
• Monitor Slack channels to ensure responses within 5 minutes
• Identify and address safety and service issues in coordination with CST’s service partners
• Submit non-compliance fines as appropriate
• Support onboarding and training of new service partners
• Assist in safety incident responses and ensure compliance is followed
• Be available outside standard hours when needed to meet urgent needs

Qualifications

• An organized, proactive communicator with a strong attention to detail
• A calm and reliable leader who thrives in high-responsibility situations
• Tech-comfortable, especially in tools like Slack, Drag, and Genesys
• Skilled at managing inboxes, resolving issues, and helping a team succeed
• Clear, professional communicator with excellent customer service instincts
• Spanish language skills preferred
• Flexible, empathetic, and solutions-oriented—especially under pressure
• Able to work independently, remotely, and collaboratively with others
• Prior experience supervising teams or processes strongly preferred

Requirements

• Education level – High school diploma or equivalent
• Strong written and verbal communication skills
• Experience leading teams or managing workflows preferred
• Able to manage large volumes of communication with speed and accuracy
• Comfortable working remotely and using cloud-based collaboration tools
• Candidates located in Arizona, California, or Washington preferred

Benefits

• Pay Range: $50,000–$75,000 per year (based on experience)
• Schedule: Monday to Friday
• Day shift (with occasional evening or after-hours needs)
• 8-hour shift
• Job Type: Full-time
• Location: Remote (preference given to candidates located in Arizona, California, or Washington)

Additional Requirements

• Must successfully complete a background and reference check
• Must have access to a strong, reliable internet connection