Customer Support Specialist

About Williamsburg Learning

At Williamsburg Learning (WL), we aim to prepare promising students for meaningful lives as principled leaders. We partner with schools like Williamsburg Academy, Leadership Academy of Utah, and Williamsburg Academy of Colorado to deliver transformational learning experiences that spark curiosity, growth, and purpose.

We live by our values—Growth, Right Action, and a Culture of Belonging. We believe work should be meaningful and fun. Our team is authentic, connected, and committed to doing the right thing for each other and the students we serve.

To support our people, WL offers 100% paid health premiums for full-time employees (75% for families), a 100% 401(k) match up to 4%, PTO, plus many more perks!

If our mission and culture resonate with you, we would love to have you on our team!

Position Summary

Acts as a frontline contact for Williamsburg Learning, providing service to students and families through phone, email, chat, and social media. Advises new, returning, and prospective clients on educational options, registration, billing, and tech support—serving as a guide and problem solver.

Essential Duties (Top 5 Roles)

• Manage Customer Requests and Issues
• Handle inquiries via phone, email, chat, and social media
• Respond promptly and accurately
• Support class transfers, drop requests, and transcript needs
• Provide basic tech support (SIS, Canvas access.
• General Academic Advisor
• Provide Tier‑1 support on website content, academic/billing policies, registration, and curriculum
• Advise returning students and families on course selection
• Guide customers through system setup and updates
• Be familiar with policies to redirect customers to appropriate team members when needed
• Tier 1 Enrollment Consultation Triage
• Answer general questions about curriculum and services
• Redirect sales‑related inquiries to appropriate teams using the current triage process
• Accurately log the CST support requests for group analysis
• Utilize email, phone, and Zoom tools to support customers
• Escalate as needed to CST Lead
• Continuous Improvement
• Research answers when not readily known
• Stay updated on educational programs and internal offerings
• Maintain knowledge of WL products and services
• Assist other teams with projects as needed
• Strive for complete customer satisfaction in every interaction
• Suggest improvements for customer support processes
• Billing
• Take payments and/or set up payment plans
• Remove late and denied payment fees when appropriate
• Assign tasks to the Billing Department as needed for items that fall outside the scope of CST
  
  

Non-Essential Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

Minimum Qualifications

• One (1) to two (2) years of customer service experience.
• Sales-type experience or volunteer work.
• Strong written and verbal communication skills.
• An associate of arts degree or higher education is preferred.
• Certification in sales tools and techniques is preferred.
• Infusionsoft, Hubspot, or similar CRM software systems are preferred.
• Previous work in a K-5 school customer support team or a similar environment is preferred.
  
  

Physical And Mental Requirements

• Expected working hours
• Remote work environment
• Any other requirements for the position
  
  

Benefits

After meeting the eligibility requirements, benefits are available, including Health, 401(k) Retirement, Paid Holidays, and Paid Time Off.

Salary Range

• $18-$20 per hour
• 30 to 40 hours per week
  
  

Williamsburg Learning is an Equal Opportunity Employer