Job details

Student Support Specialist

What We Do

Outlier.org (from the co-founder of MasterClass) is reimagining higher education as a resource that is accessible, equitable, and affordable for everyone. We have developed the world's best online, for-credit university-level courses, taught by some of the most celebrated educators in the world. Our courses employ cinematic content powered by cutting-edge cognitive science to create an immersive, student-friendly learning experience that delivers game-changing student success levels. We are a quickly-growing team working on a dual mission: Increase access to quality college education and dramatically reduce student debt.

Who We Are

Outliers are kind, curious, competent, creative, and resourceful. We are a passionate multidisciplinary team working to increase access to quality education for everyone. We believe in using the scientific method and evidence-based conclusions. We respect intuition and art. We give credit where credit is due. We hold one another to high standards. We value constructive feedback. We love to try new things. We take our work seriously, not ourselves. We work hard and go above-and-beyond to ensure great student outcomes and we strongly believe in taking care of ourselves and making sure we stay healthy to continue to pursue our mission as best we can.

Are you an Outlier?

Student Support Specialists serve as the main point of contact for Outlier students across their journey from enrollment through course completion and all available communication channels (email, phone, text). As a face and voice of Outlier, you will help facilitate questions and resolve issues related to Outlier's learning management software, course material, college credit transfer process, time management, and more. Our ideal candidate is passionate about working with students, possesses exemplary customer service and communication skills, and is an expert problem-solver with a keen eye for detail and organization.

This role reports to the Student Support Manager and is a remote, full-time position.

What You'll Do

Respond to student inquiries via email, phone and text with clear, concise information and a warm, approachable tone
Maintain and/or exceed targets for key productivity- and quality-indicating metrics in role
Collaborate with fellow Support Specialists to complete critical and timely tasks that drive successful student outcomes, including but not limited to: course-related updates and reminders, academic integrity review, and engagement interventions
Use critical thinking to identify available solutions for students at each phase of their journey to ensure Outlier is meeting their academic goals and expectations
Troubleshoot obstacles that students encounter with the Outlier platform, documenting and escalating issues as needed to the appropriate internal teams
Identify process improvements to increase Support team efficiency and/or improve student outcomes
Act as a constant advocate and voice for students within the company, sharing feedback with cross-functional teams on how we might improve the Outlier experience to better serve their wants and needs

Who You Are

1+ years of experience in customer support or related function (tech / startup experience a MAJOR plus)
Exceptional written and verbal communication skills
Strong interpersonal and customer service skills with the ability to establish and maintain effective working relationships with individuals and groups (internally and externally)
Adept at problem-solving, active listening, patience, follow through and empathy
Able to multitask effectively in a fast-paced environment through strong organization, time management, and prioritization skills
Comfortable with ambiguity and flexible to change
Tech savvy - proficient with CRM tools (Zendesk) and G Suite and comfortable working remotely with communication tools such as Slack and Zoom/Google Meet

Role Requirements

Access to stable, fast internet connection and a quiet place to work
Able to work weekends and select holidays within the Pacific and Mountain time zones

Compensation

The annual base salary range for this position is $50,000-$65,000; however, the base salary offered may vary depending on the candidate's qualifications, skills, and experience, as well as location.

Benefits

Medical, Dental, Vision, Employee Assistance Program, 401k, Equity, Voluntary Benefits (Pet Insurance, STD/LTD, Legal Services), Flexible Paid Time Off Policy

Please note: Outlier.org hopes to recruit and advance qualified minorities, women, LGBTQ, persons with disabilities, and veterans, among others—we welcome and encourage all applicants. One of Outlier.org's goals is for our team and culture to reflect the diverse student populations we serve. We remain committed to recognizing the best talent wherever it may be.

We are an Equal Employment Opportunity ("EEO") Employer. It has been and will continue to be a fundamental policy of Outlier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, layoff, termination, working conditions, transfer, job assignment, and benefits.

Outlier.org Glassdoor Company Review

4.4