Customer Support Specialist - Learning

Role overview

This is a remote, U.S.-based customer support role on behalf of a partner organization that handles the application process and all follow-up steps. The position supports users of online learning tools that help public safety professionals access essential training and resources. In this role, you will be the main contact for technical and administrative questions, delivering prompt, accurate, and empathetic assistance.

The job blends troubleshooting, case handling, and collaboration with internal teams in a fast-moving, purpose-driven setting. Over time, you will build strong product knowledge through structured training and grow into a subject matter expert. Success in this role depends on responsiveness, clear communication, and problem-solving that improves the customer experience and overall operations.

Key accountabilities

• Handle customer support requests by phone, email, and chat, managing both inbound and outbound communication in a courteous and efficient way.
• Diagnose platform-related issues, walk users through solutions, and work toward fast and effective case resolution.
• Record customer conversations, case progress, and updates accurately in CRM tools such as Salesforce.
• Keep an eye on support queues and work with internal teams in Jira to log, escalate, and close software issues.
• Spot recurring themes in customer feedback and use those insights to help improve the product and support workflow.
• Join product training and update sessions to stay current on platform changes and maintain accurate support guidance.
• Support internal teams with product troubleshooting and knowledge transfer when required.

Requirements

Applicants should bring at least 2 years of experience in technical support, SaaS customer support, or a similar customer-facing support function. A minimum of 1 year of practical experience with Salesforce or an equivalent CRM is also needed.

The role calls for strong written and spoken communication skills, with the ability to interact with customers clearly, professionally, and with empathy. You should be comfortable balancing several open cases at once while keeping service quality high and paying close attention to detail.

Success here also requires ownership, accountability, and the ability to work well in a team-oriented, fast-paced environment. A high school diploma or GED is required. Extra training or experience in technical support is considered an advantage. Experience supporting online learning platforms or serving public safety / first responder users is preferred.

Benefits and compensation

• Hourly pay of $24, which works out to about $49,920 per year.
• A full benefits package that includes health insurance, a 401(k) with company match, and additional coverage options.
• Flexible paid time off and a strong focus on maintaining work-life balance.
• Fully remote work arrangement for candidates based in the United States, plus structured onboarding and training.
• Learning and career development support, including internal training, mentorship, and access to resources such as LinkedIn Learning.
• Growth opportunities within a mission-led and expanding organization.
• A collaborative team environment centered on support, learning, and continuous improvement.

Application and review process

This opportunity is promoted through a partner company, which manages applications and the next stages of the hiring process. Applications are reviewed through an AI-assisted matching process that compares candidates against the role’s core requirements and shares a shortlist with the hiring organization. Final decisions, interviews, and assessments are handled internally by the employer.

Data privacy notice

By applying, you agree that your personal information may be processed to assess your fit for the role and shared with the hiring employer where relevant. This processing is based on legitimate interest and pre-contractual steps under applicable privacy laws, including GDPR. You may request access, correction, deletion, or objection rights at any time.

AI tools may also be used to assist with parts of the hiring process, such as resume review, response analysis, and identifying possible inconsistencies or verification signals in application materials. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people. Additional information about data processing can be requested from the hiring team.