Job Title

Support Operations focuses on processes and teams including: general office administration and clerical support; reception/telephone/switchboard; mailroom & filing support. High School diploma or GED, at least 2 years of related experienceResidency Requirements:u00a0Must Reside in ColoradoThe School Operations Admin - Level 2 is an experienced member of the Customer Support team who handles the same core responsibilities as other Support Services Technicians while demonstrating advanced product knowledge, consistent quality, and strong problem-solving skills. Level 2 technicians serve as go-to resources for peers, contribute to training and process improvement, and model best practices in delivering exceptional customer service.Essential Functions:- Deliver exceptional customer support via phone, chat, and email, assisting students, families, and school staff with inquiries, account needs, and technical issues.- Apply in-depth knowledge of Stride systems, policies, and procedures to resolve more complex requests within the Level 1 scope.- Provide guidance to peers by sharing resources, answering questions, and demonstrating effective problem-solving approaches.- Assist leadership in onboarding, peer coaching, and refresher training as needed.- Accurately document all customer interactions in the CRM system, ensuring clarity and completeness.- Identify recurring issues or trends and share observations with supervisors for process improvement.- Consistently meet or exceed established service-level agreements (SLAs), quality standards, and productivity expectations.- Additional duties as assigned by the Support Services supervisor.QualificationsRequired:- High school diploma or equivalent; some college preferred.- Minimum of 1 year in a customer support or service role, preferably within Stride or a related industry.- Demonstrated proficiency in problem-solving and delivering high-quality customer service.- Strong verbal and written communication skills.- Comfort with navigating multiple systems, browsers, and web-based applications simultaneously.Preferred:- Experience in online learning environments or educational technology.- Familiarity with Stride/K12 platforms and internal petencies- Customer Focus- Technical Proficiency- Team Collaboration- Communication Skills- Problem-Solving Ability- Reliability & AccountabilityWork Environment & Physical Demands- Remote, home-office environment.- Extended use of computer and headset for communication.- Flexibility in scheduling during peak seasons.WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- This is a home-based positionCompensation & Benefits:u00a0Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range.- We anticipate the hourly range to be $17.22 - $21.52 - $25.83 USD Hourly . The upper end of this range is not likely to be offered, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include healt benefits, retirement contributions, and paid time off.The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is