Coaching Support Specialist (East Coast Hours)
Job Description
We believe the more you invest in your people, the more skilled they become, and the better your organization performs.Â
Our mission to bring career-aligned, debt-free education to employers and their workforce has created pathways for 52,000+ Learners to accelerate their careers with 3,100+ learning options.Â
Our teams are tied together by a recognition of how impactful education can be for one’s career, livelihood and community. Our commitment to the success of our Learners is what defines us. To get a better feel for our culture, watch more here.
Candidates must be located in one of the following states to be considered eligible for employment: AZ, AR, CA, CO, CT, FL, IL, KS, LA, MD, MA, MI, MO, NV, NH, NJ, NY, OH, TX, VA, WA, WI.Â
What we're looking for:
The Coaching and Learner Support team at InStride plays a pivotal role in delivering exceptional experiences for the employees of InStride's corporate partners, affectionately referred to as 'learners' within the organization. We're looking for a passionate Coaching Support Specialist who will be instrumental in providing dedicated support and guidance to the learners we serve.
InStride's Coaching and Learner Support team is essential in delivering high-quality learning experiences to employees of our corporate partners (referred to as "learners" within InStride). We're looking for a passionate Coaching Support Specialist to guide and support our learners through their educational journey. In this role, you'll become an expert in assisting learners and understanding their needs as they progress through our Academic Network.
Coaches are often the first point of contact for learners at InStride, playing a pivotal role in their educational journey. This role involves partnering with our educational institutions to offer continuous support and guidance. As a coach, you'll address various topics, from educational choices to assisting learners in navigating our platform. You'll also be responsible for resolving learner issues, collecting feedback, and advocating for improvements in our products and partnerships. This position reports to the Director of Learner and Partner Support.
This position reports to the Director of Learner and Partner Support, highlighting the pivotal role it plays within our organization.
Must be willing to work 8:30am-5pm EST.
Who you are:
- 2 years or more of experience in a coaching role, experience in higher education and/or startups is preferred
- 2 or more years of customer service experience
- Experience with technical support systems like Zendesk, Jira, Intercom is a plus
- Bring an optimistic, can-do approach to all of their tasks and responsibilities
- Curious and creative problem solver
- Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
- Thoroughness, accuracy, follow through and consistency with all interactions
- Strong analytical and problem-solving skills
- Excellent independent judgment - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
- Have proven success collaborating and interacting with external stakeholders
- Strong time and project management skills, ability to manage multiple support interactions across multiple platforms at once with a high degree of autonomy
- High EQ, comfort with ambiguity and a “no job too small” startup mentality
- Motivated by the challenge of helping support a world-class business that is mission-driven and focused on delivering high revenue growth
How you will create impact:
- Provide responsive, empathetic coaching and support for InStride learners, addressing inquiries related to course selection, program navigation, and more.
- Coordinate the resolution of general inquiries and report bugs and data issues to the relevant teams.
- Assist learners through various communication channels, including phone, chat, and email.
- Gather and synthesize insights from coaching interactions to support continuous improvement.
- Participate in monthly forums to discuss learner coaching trends and issues.
- Work on special projects as assigned by the Manager to enhance the coaching function.
Target base compensation amount for this role outlined below. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts shown below.
$60,000—$75,000 USD
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At InStride we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this role!
Benefits @ InStrideÂ
As an organization that champions investing in people, it’s critical we walk the talk. That’s why every InStride employee is eligible to enroll in 3,100+ online certificate and degree programs through our Step Forward program. Unlike traditional tuition reimbursement programs, InStride covers your tuition upfront, regardless of your course of study, degree type, or school - eligible to all employees starting Day 1.Â
This role is also eligible for the following benefits:
- 401(k) plan with company matchÂ
- Flexible vacation policy
- Paid family leave
- Best-in-class health care benefits
- And more!
InStride Diversity and Inclusion Statement
At InStride, we foster a culture of belonging, we support authenticity and intersectionality, and we embrace and appreciate our differences. We do this by building a diverse pipeline of talent and ensuring equitable access to opportunities, information and leadership. We celebrate diversity and are committed to creating an inclusive environment for all employees.Â
If you have a disability or special need that requires accommodation, please let your recruiter know.Â
Policies & DisclosureÂ
Effective November 1, 2021, all new hires must be fully vaccinated against the COVID-19 virus unless they have been granted a reasonable accommodation. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation is approved by the People & Talent team in writing.
 For questions on how we use personal information of job applicants, please refer to InStride's Job Applicant Privacy Policy.
Beware of recruiting scams. InStride does not require a financial transaction or any financial account information to be eligible for employment. If you receive a message purporting to be from InStride asking you for a financial transaction, your financial account information, or any other sensitive information, please do not respond and let us know immediately at [email protected].
About InStride
InStride is a tech-enabled services company that is pioneering new approaches to workforce education solutions with a mission of driving meaningful social and business outcomes by unlocking access to life-changing education. In collaboration with quality academic institutions, we enable employers to provide career-aligned, debt-free education through a personalized, digital platform and a consultative service model. To learn more, visit: https://www.instride.com/
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Date Posted
12/19/2023
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8
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