Student Support Specialist (Academy)

Western Governors University; United States; Remote; USD 60,136,000 - 87,194,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

Telehealth

Mental healthcare

Health savings account

Flexible spending account

Life insurance (basic and voluntary)

Disability coverage

Retirement savings plan

Wellbeing program

Discounted WGU tuition

Flexible paid time off (no accrual)

11 paid holidays

Parental leave (up to 12 weeks)

Job summary

Western Governors University is seeking a Student Support Specialist with WGU Academy to help students navigate their educational journey by providing timely, accurate, and personalized support. You will partner with internal teams and resolve inquiries to improve the student experience.

This is a full-time remote role based in the United States. The ideal candidate has 1+ year of customer service experience, strong communication, and a customer-focused mindset.

Qualifications

• High School diploma or equivalent.
• 1+ years of customer service or contact center experience.

Responsibilities

• Provide personalized support to students and staff.
• Manage and respond to student inquiries through email, phone, and other communication channels.
• Research and resolve questions and concerns related to Student Support Services.
• Utilize internal systems, including Salesforce and Genesys, to document, track, and resolve inquiries.
• Collaborate with cross-functional teams to ensure students receive accurate information and effective solutions.
• Escalate complex issues when appropriate and follow through to resolution.
• Identify opportunities for process improvement and contribute to initiatives that enhance service delivery and student support.

Skills

Customer service

Communication

Attention to detail

Problem solving

Multitasking

Team collaboration

Education

High school diploma or equivalent

Associate’s degree (bonus)

Tools

Salesforce

Genesys

Job description

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Services 205

Pay Range: $20.96 - $30.43

Job Description

At WGU, student success is at the center of everything we do. As a Student Support Specialist with WGU Academy, you will play an important role in helping students navigate their educational journey by providing timely, accurate, and personalized support. You will partner with internal teams, resolve inquiries, and contribute to continuous improvement efforts that enhance the overall student experience.

What You’ll Do

• Provide personalized support to students and staff with varying levels of experience and technical proficiency.
• Manage and respond to student inquiries through email, phone, and other communication channels.
• Research and resolve questions and concerns related to Student Support Services.
• Utilize internal systems, including Salesforce and Genesys, to document, track, and resolve inquiries.
• Collaborate with cross-functional teams to ensure students receive accurate information and effective solutions.
• Escalate complex issues when appropriate and follow through to resolution.
• Identify opportunities for process improvement and contribute to initiatives that enhance service delivery and student support.

What’s Required

• High School diploma or equivalent.
• 1+ years of customer service or contact center experience.

Core Competencies

• Strong verbal, written, and presentation communication skills.
• Professional demeanor and customer-focused approach.
• Strong attention to detail and ability to manage multiple priorities simultaneously.
• Excellent problem-solving and critical thinking skills.

Bonus Points

• Associate’s degree.
• 2+ years of Student Support experience.
• Previous experience with a contact center.

Experience in Lieu of Education

Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

What to Expect

At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration.

We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission.

• Introductory call
• Team interview

Work Location

This is a full-time, remote role based in the United States.

Visa Sponsorship

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Travel Requirement

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

#LI-AL1

Position & Application Details

• Full-Time Regular Positions (classified as regular and working 40 standard weekly hours):
• This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [e-mail].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [e-mail].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.