Job Description
Chipton-Ross is seeking a Customer Service Representative for a remote contract opportunity.
BASIC QUALIFICATIONS (REQUIRED SKILLS/EXPERIENCE):
- 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise scale systems.
- Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
- Hands on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
- Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
- Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.
Preferred
- Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment.
- Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
- Experience working with external vendors and managing platform escalations and release cycles.
- Change management or scaling platform experience in a global organization.
POSITION RESPONSIBILITIES:
- Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
- Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
- Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
Service Delivery & Operations
- Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
- Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
- Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
User Experience & Adoption Enablement
- Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support.
- Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience, not just issue resolution.
- Capture user feedback and “voice of the business” insights to inform platform improvements and roadmap decisions.
Vendor & Technology Partnership
- Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
- Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
Continuous Improvement & Reporting
- Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
- Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
Stakeholder Leadership & Collaboration
- Act as a trusted partner to Global Learning, IT, and regional teams.
- Translate technical issues into clear, business relevant communications for both operational teams and stakeholders.
- Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.
REQUIRED EDUCATION:
WORK HOURS:
Job Tags
Full time, Contract work, Remote work, Day shift