Student Experience Lead
About The Position
Join the CST Team. At Collaborative Student Transportation (CST), we’re building more than bus routes—we’re creating a seamless, student-centered transportation experience grounded in trust, care, and community. Since 2018, we’ve been dedicated to providing reliable and responsive service that makes sure students get to school safely and on time. Our Student Experience team is the heart of that promise. If you’re someone who thrives in fast-paced environments, loves supporting teams, and knows how to keep things running smoothly behind the scenes, this role could be the perfect fit. We are especially interested in candidates located in Arizona, California, or Washington, as we are looking to expand leadership coverage within the Pacific Time Zone. We are also seeking candidates who are fluent in both English and Spanish to best support our diverse student and family communities.
Requirements
- An organized, proactive communicator with a strong attention to detail
- A calm and reliable leader who thrives in high-responsibility situations
- Tech-comfortable, especially in tools like Slack, Drag, and Genesys
- Skilled at managing inboxes, resolving issues, and helping a team succeed
- Clear, professional communicator with excellent customer service instincts
- Flexible, empathetic, and solutions-oriented—especially under pressure
- Able to work independently, remotely, and collaboratively with others
- Strong written and verbal communication skills
- Able to manage large volumes of communication with speed and accuracy
- Comfortable working remotely and using cloud-based collaboration tools
- Must successfully complete a background and reference check
- Must have access to a strong, reliable internet connection
Nice To Haves
- Spanish language skills preferred
- Prior experience supervising teams or processes strongly preferred
- Candidates located in Arizona, California, or Washington preferred
Responsibilities
- Provide daily support and direction to Student Experience Representatives
- Monitor and manage team workflows across Drag, Slack, and Genesys
- Respond to escalated phone calls and customer concerns with professionalism and urgency
- Triage and assign incoming emails quickly and accurately
- Ensure key response metrics are met (e.g., <15 emails on Main Board, 24-hour follow-up on Stalled Board)
- Monitor Slack channels to ensure responses within 5 minutes
- Identify and address safety and service issues in coordination with CST’s service partners
- Submit non-compliance fines as appropriate
- Support onboarding and training of new service partners
- Assist in safety incident responses and ensure compliance is followed
- Be available outside standard hours when needed to meet urgent needs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
