[Hiring] Learner Support Specialist @InStride

Role Description

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”). InStride is seeking a Learner Support Specialist, PSLF to advocate for the needs of learners and provide support and issue resolution across all phases of the learner experience, while also supporting employment verification and Public Service Loan Forgiveness (PSLF) certification processes.

• Become deeply familiar with the end-to-end learner experience.
• Support learners through a variety of inquiries including:
  • Platform navigation
  • Program participation
  • Documentation requirements
  • Employment verification requests
  • PSLF submissions through StudentAid.gov
• Connect internal teams within InStride (e.g., Success, Product, Technology, Operations) and external partners (Corporate Partners and Academic Partners) to solve issues raised by learners.
• Represent the end-user perspective to enhance the learner experience.

Qualifications

• 2+ years of experience in learner support, customer support, student services, HR operations, financial aid administration, compliance, administrative operations, or related fields.
• Experience working with ticketing systems such as Zendesk and Jira is a plus.
• Experience working with Workday or similar HRIS systems is preferred.
• Strong attention to detail and comfortable working with learner data, employment records, and eligibility files.
• Outstanding interpersonal, verbal, and written communication skills.
• Strong analytical and problem-solving skills.
• Excellent independent judgment and decision-making abilities.
• Highly organized with the ability to manage multiple projects and concurrent requests.
• Comfortable handling sensitive information with discretion.
• Ability to work independently while collaborating cross-functionally.
• Familiarity with federal student aid programs or PSLF processes is preferred.
• Excited by the challenge of supporting a mission-driven business focused on delivering high revenue growth.
• High EQ, comfort with ambiguity, and a “no job too small” startup mentality.

Requirements

• Deliver responsive, high-quality and empathetic support for learners and partners across the InStride learner experience.
• Support learners efficiently through a variety of channels including phone, chat, and email.
• Triage learner, corporate partner, and academic partner issues — logging, assigning, and monitoring tickets until full resolution is achieved.
• Own and manage verification-related inquiries and PSLF submissions through a dedicated support queue.
• Review eligibility files and Workday records to confirm qualifying employment periods and validate learner information.
• Verify and certify PSLF forms submitted via StudentAid.gov.
• Communicate with learners to resolve incomplete, inaccurate, or missing documentation.
• Troubleshoot learner issues, investigate root causes, and escalate complex or ambiguous cases appropriately.
• Partner with internal teams (Client Success, Operations, Product, Technology, and Marketing) to resolve issues and ensure data accuracy.
• Maintain detailed records and tracking systems to support compliance and audit readiness.
• Synthesize feedback and surface insights, trends, and patterns to improve the learner experience and support operations.
• Document issues and steps to reproduce for product and engineering teams.
• Support reporting related to learner inquiries, verification volume, turnaround times, and trends.
• Participate in team forums to discuss learner trends, operational challenges, and process improvements.
• Work on special projects that help expand and improve the support function as assigned.

Benefits

• Eligible to enroll in 2,800+ online certificate and degree programs through our Step Forward program, with tuition covered upfront.
• 401(k) plan with company match.
• Flexible vacation policy.
• Paid family leave.
• Best-in-class health care benefits.
• And more!