Client Program Lead

ISTS; Nashville (TN); Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Fully remote

Flexible PTO

Job summary

International Scholarship and Tuition Services, Inc. (ISTS) is hiring a Client Program Lead to provide dedicated support for a specific client in a fully remote environment.

The role focuses on accurate document validation, guiding applicants, solving issues, and driving continuous improvements in education benefit program delivery. The ideal candidate has a detail-oriented mindset, strong communication skills, and experience in a service-driven setting.

Qualifications

• Bachelor’s degree or equivalent experience.
• Three or more years of virtual support experience.
• Five or more years in a service-driven environment.
• Experience with education benefit programs or related services preferred.
• Strong written and verbal communication, detail orientation, and client relationship skills.

Responsibilities

• Validate applicant-submitted documents accurately and on time.
• Guide applicants through requirements, next steps, and questions.
• Resolve client and applicant issues and escalate complex needs when appropriate.
• Analyze feedback and service trends to identify improvements for the client.
• Partner with client and internal teams to strengthen program delivery.

Skills

Attention to detail

Clear communication

Problem solving

Relationship building

Process improvement

Tech savvy

Education

Bachelor's degree or equivalent

Tools

Zendesk

Microsoft 365

AI tools

Job description

At International Scholarship and Tuition Services, Inc. (ISTS), we partner with organizations to deliver education benefit programs that help people pursue their educational goals. The Client Program Lead brings that purpose to life by providing dedicated support for a specific client.

Why you’ll like this role

• Work that matters: Help people move closer to their educational goals.
• Ownership & Impact: Drive accurate, responsive, and consistent program delivery.
• Solve & Improve: Resolve issues and turn recurring challenges into improvements.
• Remote-friendly: Fully remote, computer-based work using email, messaging, phone, chat, and video tools.
• Flexible PTO: Take time off to recharge when you need it.

What you’ll do

• Validate applicant-submitted documents accurately and on time.
• Guide applicants through requirements, next steps, and questions.
• Resolve client & applicant issues and escape complex needs when appropriate.
• Analyze feedback and service trends to identify improvements for the client.
• Partner with client & internal teams to strengthen program delivery.

You’ll be a great fit if you…

• Have a strong eye for detail and accuracy.
• Communicate clearly & confidently with applicants and the client.
• Enjoy solving problems and improving processes.
• Build strong relationships through communication and follow-through.
• Are comfortable using technology, including Microsoft 365, Zendesk, and AI tools.

Education and Experience

• Bachelor’s degree or equivalent experience
• Three (3) or more years of experience providing support in a virtual environment
• Experience with education benefit programs or related services preferred
• Five (5) or more years of experience in a service-driven environment

Knowledge, Skills, and Abilities

• Excellent written and verbal communication skills
• Strong attention to detail and accuracy
• Strong relationship-building and client communication skills
• Ability to analyze service trends and identify improvement opportunities
• Strong technical aptitude utilizing the company’s technology platforms, including Zendesk, Microsoft 365, and AI tools

Position Type/Expected Hours of Work

This is a full-time, exempt salaried position, and the expected regular business hours are Monday through Friday, 8:00 am to 5:00 pm CT. Hours may be flexible and vary as needed.