We’re looking for a Chat Support Specialist & Course Builder to provide friendly support to our users while helping build and maintain online courses on our platform.
This is a hands-on role for someone who enjoys both helping people and working with technology. The position combines day-to-day customer support with course production. Course content and instructional design will generally be provided by other team members; this role is responsible for turning that content into a polished, functional online course.
The ideal candidate is organized, detail-oriented, comfortable learning new technology, a strong communicator, and able to move easily between customer-facing work and focused course-production projects.
Key Responsibilities:
Customer Support
Provide friendly, professional support to users through phone, email, chat, and other support channels. Respond to customer questions about account access, course navigation, registration, completion, certificates, and other common questions. Troubleshoot technical and account-related issues and determine when an issue should be escalated. Clearly explain processes and solutions to customers with varying levels of technical experience. Document customer interactions and actions taken accurately. Follow established procedures for account management. Work with other team members to resolve issues and improve the customer experience. Identify recurring questions or problems and help improve internal processes and support resources.
Course Production
Build online courses using the platform and content developed by instructional design and curriculum team members. Create and format lessons, pages, quizzes, assessments, activities, and other course components. Add and appropriately format text, images, graphics, audio, video, links, and other multimedia. Configure course navigation, lesson sequencing, settings, and functionality according to provided specifications. Implement accessibility elements such as alt text, captions, transcripts, and audio/read-aloud content as required. Make content updates and revisions to existing courses. Maintain consistency in formatting, terminology, layout, and course presentation. Test courses from the student’s perspective to identify errors or usability issues. Verify links, media, quizzes, navigation, and other course functionality before release. Follow established quality assurance procedures and document completed work.
Platform & Technical Support
Develop a strong working knowledge of the platform from both the student and administrative perspectives. Troubleshoot basic platform and course issues. Recognize when an issue is related to course configuration, user error, or a potential software problem. Clearly document software issues so they can be escalated to the appropriate team. Assist with testing new platform functionality and course features. Provide feedback on opportunities to make the platform easier for users and internal teams.
Skills/background needed: Very strong written and verbal communication skills; excellent attention to detail; comfortable working with technology and learning new software; ability to follow detailed instructions and established processes; strong organizational and time-management skills; ability to troubleshoot problems logically and patiently; comfortable communicating with customers by phone, email, and chat; ability to work independently while also collaborating with a small team; ability to shift between customer support responsibilities and project-based course production work; strong proofreading skills and ability to identify inconsistencies or errors. No prior professional experience in course development is required. We’re looking for someone who is technically capable, detail-oriented, eager to learn, and comfortable working within established processes.
What we value: Tech-savvy and comfortable exploring software and learning how systems work; detail-oriented and notices formatting problems, broken links, missing content, and inconsistencies; people-oriented and enjoys helping customers; willing to investigate an issue rather than simply pass it along; organized and able to keep track of customer needs and longer-term projects; comfortable moving between support work and focused production work throughout the day; clear communicator able to explain information simply and document work accurately; reliable and collaborative, follows established processes while contributing ideas for improvement.
What success looks like: A successful candidate becomes highly proficient in the platform and can confidently support customers while independently completing assigned course-production work. They can take approved course content and specifications and turn them into a complete, polished, functional online course, while also providing responsive, accurate, and positive support to customers. As you develop experience, there may be opportunities to take on more advanced course development, platform, onboarding, or customer-support responsibilities.
Rate: Competitive entry-level pay, details shared upon application.
Contract length: Ongoing.
Expected hours: 15–30 hours per week.
Location: Fully remote. Work from anywhere with a reliable internet connection.
Full training provided. No prior experience with our platform or tools required—we’ll teach you everything you need to know.
Ready to get started? Submit your application below.