What are the responsibilities and job description for the Coaching Support Specialist position at InStride?
Role Overview
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.
Key Responsibilities
- 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.
Ideal Profile
- 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
Salary : $60,000 - $75,000
