Business Support Analyst - Training Specialty

Business Support Analyst (Training Specialty)

ACE is a 501(c)(3) non-profit, founded in 2000 in Denver, Colorado, to provide low-income children with equal access to quality K12 private schools through partial scholarship support. Over the past 25+ years, ACE has delivered more than 140,000 scholarships worth over $390 million. This school year, ACE is serving approximately 16,000+ children in Arkansas, Colorado, Delaware, Hawaii, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of national funding partners. ACE is actively preparing for the Federal School Choice Tax Credit Program which comes into effect January 2027.

Our mission is to advance K12 educational freedom, with a focus on securing financial support for families so they may access the quality education of their choice.

ACE Founding Principles : Our founding principles are the foundation of ACE and our North Star. We honor ACE's founders by remaining committed to these principles, and we passionately advocate for the Mission and Vision these principles support.

Accountability : We embrace personal responsibility by taking ownership of our work and focusing on results. We expect to both give and to receive honest feedback.

Innovation : We know ideas matter. We prefer the risks and rewards that come with creativity to the certainty that attends stagnation.

Adaptability : We position ourselves to take advantage of opportunities, embracing strategic and operational change when it makes our work more impactful.

Optimism : We believe our best days are ahead, and we embrace a forward-thinking mindset. We will make mistakes, but we will remain cheerful in the face of adversity and give people the benefit of the doubt.

Kindness : We value everyone on our team, respect differences, and trust one another. This requires courage and strength, as it involves celebrating and giving our undivided attention to others.

Our Founding Principles :

Free enterprise and democracy work

Parents know the best education environment for their kids

Private schools offer great value and have open seats

All people are created equal and deserve an equal chance to pursue the American Dream

Position Overview

We are seeking a Business Support Analyst with emphasis in training and knowledge base creation to support ACE Scholarships' growing Customer Service and Operations teams by strengthening internal readiness through documentation, training, and process support. This role is fully internal-facing and focuses on equipping Customer Service Representatives and operational teams with clear guidance, effective training, and efficient workflows.

This Business Support Analyst will work in the areas of Training, Process Improvement, and Knowledge Base Management, and share accountability for maintaining accurate documentation, supporting change implementation, and assisting with case elevation and quality improvement efforts in a high-volume call center environment.

We are seeking someone passionate about training and onboarding new hires in our customer support team, supporting mass hiring growth, and someone who seeing their team's success as their success. This person should not just support the customer support teams on the technical functions of the role but also drive enthusiasm for ACE Scholarships mission as we continue to service students, families, schools, donors, and strategic partners.

This position plays a key role in translating program rules, system functionality, quality findings, and operational decisions into actionable frontline support.

Primary Job Responsibilities

Knowledge Base & Documentation Support

• Create, update, and maintain internal documentation that supports Customer Service Representatives and operational teams.
• Ensure knowledge base content is accurate, clear, and aligned with current program rules, system functionality, and operational processes.
• Use tools such as ServiceNow, Empower-Ed by ACE Scholarships, Scribe, and Microsoft Office to document policies, workflows, and procedures.

Training & Enablement Support

• Support the development and delivery of onboarding, refresher, and change-driven training for Customer Service Representatives.
• Assist with training materials, job aids, and reference guides tied to new programs, system updates, or process changes.
• Reinforce training based on quality audits, performance trends, and feedback from frontline teams.

Process Improvement & Operational Support

• Document and maintain Customer Service and operational workflows, including case handling and escalation processes.
• Identify recurring issues, inefficiencies, or points of confusion and escalate themes to Business Support leadership.
• Support process updates and change initiatives by ensuring documentation and training materials remain current.

Quality, Case Elevation & Escalation Support

• Review quality assurance findings, case data, and call insights to help identify trends and improvement opportunities.
• Support the case elevation model by assisting Customer Service Representatives and leadership with complex or non-standard cases.
• Ensure learnings from escalations and exceptions are documented and incorporated into training and knowledge base updates.

Cross-Functional Collaboration

• Partner with Customer Service leadership, Program Managers, Business Technology, and Data teams.
• Support system enhancements, program launches, and policy changes through documentation and internal readiness efforts.
• Provide frontline-informed feedback to improve systems, processes, and support materials.

Knowledge, Skills, and Abilities

• Strong attention to detail and ability to document complex information clearly.
• Interest in training, process improvement, and operational support work.
• Ability to analyze trends, identify gaps, and recommend improvements.
• Strong written and verbal communication skills.
• Organized, adaptable, and comfortable working in a fast-paced, high-volume operational environment.
• High integrity and strong alignment with ACE's mission, values, and founding principles.

Requirements

• Bachelor's degree in business administration or equivalent professional experience.
• 2-5 years of experience in customer service, operations, training, documentation, or business support roles.
• Experience in call centers, customer support, nonprofit, or regulated environments preferred.
• Familiarity with knowledge base tools, training platforms, documentation tools, or workflow systems preferred.
• Comfort learning new systems and adapting to evolving programs and processes.

Location, Travel, and Reporting

• Full-time, non-remote, in-office position based in Denver
• Limited travel may be required (05%).
• Reports to the Business Support Leadership

FLSA Status

Full-time, Exempt

Compensation & Benefits

Annual salary of $64,000 $85,500 and eligible for annual performance bonuses, plus benefits package, which includes but is not limited to:

• Medical Insurance (with generous employer contribution)
• Dental Insurance (with generous employer contribution)
• Vision Insurance
• Voluntary Life Insurance
• HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts
• Employee Assistance Program (EAP)
• Free, Employer-paid Short-term, Long-term, and AD&D insurance
• 401(k) with 6% employer match with immediate vesting
• Scholarships for employee's children actively enrolled in a K12 private school ($3,500 per child, up to $10,500 per year)
• On-site amenities at Colorado home office
• Employer-paid parking (in-office)
• Gym, caf, and building security (in-office)
• In-office coffee, snack bar, and walking treadmill (in-office)