Learner Support Specialist, PSLF

InStride • Los Angeles, CA

6d • Remote

About The Position

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. In this role, you will become deeply familiar with the end-to-end learner experience, understanding how learners move through their academic journey and the barriers or challenges they may face at each phase of the experience. You will support learners through a variety of inquiries including platform navigation, program participation, documentation requirements, employment verification requests, and PSLF submissions through StudentAid.gov. This individual will 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, surface feedback, and represent the end-user perspective to enhance the learner experience. This position requires strong operational discipline, excellent communication skills, attention to detail, and a learner-first mindset.

Requirements

• 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 are comfortable working with learner data, employment records and eligibility files.
• Outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor.
• Strong analytical and problem-solving skills.
• Excellent independent judgment and are able to consider, compare and evaluate different courses of action to make informed decisions in the best interests of the learner, our partners and the company.
• Highly organized with the ability to manage multiple projects and concurrent requests.
• Comfortable handling sensitive information with discretion.
• Able to work independently while collaborating cross-functionally.
• Familiarity with federal student aid programs or PSLF processes is preferred.
• Excited by the challenge of helping support a world-class business that is both mission-driven and focused on delivering high revenue growth.
• High EQ, comfort with ambiguity and a “no job too small” startup mentality.

Nice To Haves

• Experience working with ticketing systems such as Zendesk and Jira.
• Experience working with Workday or similar HRIS systems.
• Familiarity with federal student aid programs or PSLF processes.

Responsibilities

• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed