Customer Experience Associate

Breakout Learning, Inc.; United States; Remote; USD 54,000 - 66,000; Full time

Job summary

Breakout Learning, Inc. is seeking a first-line support specialist for professors and students, handling tickets in HubSpot, routing escalations, and keeping the queue clean.

This role is remote within the United States with a 12-hour shift pattern across Thursday through Monday and flexible weekday hours. You’ll document progress, follow privacy and compliance policies, and collaborate with Account Partners on institutional tickets to ensure timely resolutions and high-quality support for LMS

Qualifications

• Experience in desktop support or IT help desk
• Clear, concise customer-facing and internal communication
• Ability to escalate appropriately
• Familiarity with LMS platforms is a plus

Responsibilities

• Respond to support tickets from professors and students in HubSpot
• Write escalation requests with clear information
• Document tickets through intake to resolution
• Follow privacy and compliance policies
• Identify recurring issues and inform the team
• Collaborate with Account Partner teams for institutional tickets

Skills

Customer support

HubSpot experience

Documentation

Escalation management

Communication

Privacy & compliance

Team collaboration

Tools

HubSpot Service Hub

Canvas LMS

D2L

Blackboard

Job description

Breakout Learning is leading the charge in educational innovation as the premier AI-platform for learning. We're committed to sparking intellectual discourse through AI-moderated small-group discussions that enhance learning outcomes and simplify assessments for educators.

About The Role

You are the first line of support for professors and students. You answer tickets, fix what you can, route what you can’t, and keep the support queue clean so nothing sits for days.

Location - U.S. Remote

Your Schedule

Thursday-Monday: a full 12-hour shift on Saturday and Sunday (9-9 Central Time) and 5ish hours each on Thursday, Friday, and Monday. Weekday hours are flexible on time of day. Application should confirm you can work the full Sat/Sun 12-hour days plus the Thu/Fri/Mon hours.

What You’ll Do

• Respond promptly to support tickets from professors and students in HubSpot.
• Write up escalation requests with complete information, clarity, and attention to detail.
• Complete full documentation on tickets as they progress from intake to resolution in order to keep the ticket pipeline clean and up-to-date.
• Follow our support policies, including policies related to legally-mandated privacy and compliance standards.
• Spot recurring issues and tell the team, so we can fix them at the source.
• Work with the Account Partner teams when a ticket involves an institutional account.

What We’re Looking For

Must have:

• A habit of finishing what you start.
• Desktop support, help desk, or IT background is preferred.
• Clear, friendly, concise communications (both customer-facing and internal)
• Good judgment about when to resolve something yourself and when to elevate.

Nice to have:

• Familiarity with HubSpot (Service Hub, tickets) or a similar helpdesk tool.
• Experience supporting LMS platforms such as Canvas, D2L, or Blackboard.

Compensation - $60,000