Learner Support Specialist, PSLF

About the Role

The Learner Support Specialist will be the primary point of contact for learners, providing support and issue resolution across all phases of the learner experience. This includes assisting with platform navigation, program participation, and employment verification requests. The role also involves managing a high-volume queue of learner inquiries, ensuring timely resolution of issues, and maintaining accurate records.

InStride's mission is centered around empowering employees to advance their careers, elevate their expertise, and achieve meaningful personal and professional growth. As a Learner Support Specialist, you will be instrumental in driving this mission forward by advocating for the needs of learners and providing exceptional support.

What You Will Do

• Deliver responsive, high-quality, and empathetic support to learners across multiple channels
• Manage a high-volume queue of learner inquiries, ensuring timely resolution of issues
• Review and validate employment and eligibility data to accurately complete PSLF and other verification forms
• Triage requests, track case status, document outcomes, and ensure timely resolution of learner issues
• Compare eligibility files and Workday employment records to identify discrepancies and ensure accurate reporting
• Adhere to Department of Education PSLF requirements and internal documentation standards
• Explain processes, requirements, and next steps clearly and empathetically to learners
• Collaborate with internal teams and external partners to resolve learner issues and improve the learner experience
• Maintain clear documentation, tracking systems, and audit-ready records
• Investigate learner issues, identify root causes, and escalate complex cases appropriately
• Identify opportunities to improve workflows, reduce turnaround time, and increase accuracy

What We Are Looking For

• 2+ years of experience in learner support, customer support, student services, or a related field
• Excellent communication and interpersonal skills, with the ability to empathize with learners
• Strong operational discipline, attention to detail, and organizational skills
• Ability to work in a fast-paced environment, managing multiple priorities and deadlines
• Experience with Excel and other Microsoft Office applications
• Knowledge of regulatory requirements, including Department of Education PSLF requirements
• Strong problem-solving and analytical skills, with the ability to identify and resolve issues
• Ability to collaborate with internal teams and external partners to achieve common goals
• Commitment to providing exceptional customer service and support

Nice to Have

• Experience with learner management systems and educational technology
• Knowledge of public service loan forgiveness programs and employment verification processes
• Certification in customer support or a related field
• Experience working in a remote or distributed team environment

Benefits and Perks

• Opportunity to work with a leading organization in the education and workforce development space
• Competitive compensation package, including salary and benefits
• Flexible work arrangement, with the option to work remotely
• Professional development opportunities, including training and certification programs
• Collaborative and dynamic work environment, with a team of experienced professionals
• Access to cutting-edge technology and tools, including learner management systems and educational software
• Recognition and reward programs, including bonuses and incentives
• Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans

• Highlight your experience with Excel and customer support in your application, as these skills are highly valued in this role.
• Be prepared to discuss your knowledge of regulatory requirements, including Department of Education PSLF requirements, in your interview.
• Showcase your ability to work in a fast-paced environment, managing multiple priorities and deadlines, by providing specific examples from your previous experience.
• Emphasize your commitment to providing exceptional customer service and support, and highlight any relevant certifications or training programs you have completed.
• Consider creating a portfolio or sample case studies that demonstrate your problem-solving and analytical skills, as well as your ability to collaborate with internal teams and external partners.
• Research InStride's mission and values, and be prepared to discuss how your own goals and values align with those of the organization.
• Prepare to discuss your experience working in a remote or distributed team environment, and highlight any strategies you have for staying connected and productive in a virtual setting.