Learner Support Specialist, PSLF

Location Eligibility Candidates must be located in one of the following states to be considered eligible for employment: AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, LA, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, TX, VA, WA, WI. Role Overview InStride's Learner Support team plays an integral role in delivering high-quality experiences for employees of InStride's corporate partners. The Learner Support Specialist, PSLF advocates for the needs of learners and provides support and issue resolution across all phases of the learner experience, while also supporting employment verification and Public Service Loan Forgiveness (PSLF) certification processes. Essential Skills and Experience Learner Support & Case Management: Delivering responsive, high-quality and empathetic support while managing a high-volume queue of learner inquiries across multiple channels Verification & Certification Management: Reviewing and validating employment and eligibility data to accurately complete PSLF and other verification forms Inbox & Ticket Management: Triaging requests, tracking case status, documenting outcomes, and ensuring timely resolution of learner issues Data Reconciliation: Comparing eligibility files and Workday employment records to identify discrepancies and ensure accurate reporting Regulatory & Policy Compliance: Adhering to Department of Education PSLF requirements and internal documentation standards Learner-Centered Communication: Explaining processes, requirements and next steps clearly and empathetically Cross-Functional Collaboration: Partnering with internal teams and external partners to resolve learner issues and improve the learner experience Operational Organization: Maintaining clear documentation, tracking systems and audit-ready records Problem Solving & Troubleshooting: Investigating learner issues, identifying root causes and escalating complex cases appropriately Process Optimization: Identifying opportunities to improve workflows, reduce turnaround time and increase accuracy Ideal Candidate Profile You bring 2+ years of experience in learner support, customer support, student services, HR operations, financial aid administration, compliance, administrative operations, or related fields. Experience working with ticketing systems such as Zendesk and Jira is a plus. Experience working with Workday or similar HRIS systems is preferred. You have strong attention to detail and are comfortable working with learner data, employment records and eligibility files. You demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor. You possess strong analytical and problem-solving skills. You exercise excellent independent judgment and are able to consider, compare and evaluate different courses of action to make informed decisions in the best interests of the learner, our partners and the company. You are highly organized with the ability to manage multiple projects and concurrent requests. You are comfortable handling sensitive information with discretion. You are able to work independently while collaborating cross-functionally. Familiarity with federal student aid programs or PSLF processes is preferred. You are excited by the challenge of helping support a world-class business that is both mission-driven and focused on delivering high revenue growth. You bring high EQ, comfort with ambiguity and a "no job too small" startup mentality. Key Responsibilities Deliver responsive, high-quality and empathetic support for learners and partners across the InStride learner experience. Support learners efficiently through a variety of channels including phone, chat and email. Triage learner, corporate partner and academic partner issues – logging, assigning and monitoring tickets until full resolution is achieved. Own and manage verification-related inquiries and PSLF submissions through a dedicated support queue. Review eligibility files and Workday records to confirm qualifying employment periods and validate learner information. Verify and certify PSLF forms submitted via StudentAid.gov. Communicate with learners to resolve incomplete, inaccurate or missing documentation. Troubleshoot learner issues, investigate root causes and escalate complex or ambiguous cases appropriately. Partner with internal teams (Client Success, Operations, Product, Technology and Marketing) to resolve issues and ensure data accuracy. Maintain detailed records and tracking systems to support compliance and audit readiness. Synthesize feedback and surface insights, trends and patterns to improve the learner experience and support operations. Document issues and steps to reproduce for product and engineering teams. Support reporting related to learner inquiries, verification volume, turnaround times and trends. Participate in team forums to discuss learner trends, operational challenges and process improvements. Work on special projects that help expand and improve the support function as assigned. Compensation Compensation range: $60,000–$73,000 USD. Final offer amounts are dependent on location, depth of experience, interview performance and equity with other team members. Benefits Step Forward program : Eligibility for 2,800+ online certificate and degree programs, with tuition paid upfront regardless of course of study, degree type, or school. 401(k) plan with company match Flexible vacation policy Paid family leave Best-in-class health care benefits And more! If you have a disability or special need that requires accommodation, please let your recruiter know. #J-18808-Ljbffr Remote Jobs