This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist – Learning based in the United States.
This role plays a key part in supporting users of online learning solutions that help public safety professionals access critical training and resources. You will serve as the primary point of contact for technical and administrative inquiries, ensuring customers receive timely, accurate, and empathetic support. The position combines hands-on troubleshooting, ticket management, and cross-functional collaboration in a fast-paced, mission-driven environment. You’ll gain deep expertise in online learning platforms while helping resolve issues that directly impact frontline professionals. With structured training provided, you will grow into a subject matter expert over time. This is a high-impact support role where responsiveness, problem-solving, and communication skills directly improve user experience and operational outcomes.
Accountabilities:
- Provide customer-facing technical support across phone, email, and chat channels, resolving inbound and outbound inquiries efficiently and professionally.
- Troubleshoot platform issues, guide users through solutions, and ensure timely resolution of support cases.
- Manage and document all customer interactions and case updates within CRM systems such as Salesforce.
- Monitor ticket queues and collaborate with internal teams through Jira to track, escalate, and resolve software issues.
- Identify trends in customer feedback and contribute to continuous improvement of product and support processes.
- Participate in product training sessions and updates to maintain strong platform knowledge and support accuracy.
- Assist internal stakeholders with product-related troubleshooting and knowledge sharing when needed.
Requirements:
- 2+ years of experience in technical support, SaaS customer support, or a related customer-facing support role.
- At least 1 year of hands-on experience using Salesforce or a similar CRM system.
- Strong verbal and written communication skills with a focus on clear, professional, and empathetic customer interactions.
- Proven ability to manage multiple support cases while maintaining high-quality service and strong attention to detail.
- Comfortable working in a fast-paced, team-oriented environment with a strong sense of accountability and ownership.
- High school diploma or GED required; additional training or experience in technical support is a plus.
- Preferred: Experience supporting online learning platforms (EdTech) or working with public safety / first responder audiences.
Benefits:
- Competitive hourly compensation of $24/hour (approximately $49,920 annually).
- Comprehensive benefits package including health insurance, 401(k) with company match, and additional coverage options.
- Flexible paid time off and strong emphasis on work-life balance.
- Fully remote position (U.S.-based) with structured training and onboarding.
- Professional development opportunities including internal training, mentorship, and learning resources such as LinkedIn Learning.
- Career growth pathways within a mission-driven and expanding organization.
- Collaborative team culture focused on support, learning, and continuous improvement.