Learner Support Specialist, PSLF

What we're looking for (role overview):

InStride’s Learner Support team plays an integral role in delivering high-quality experiences for employees of InStride’s corporate partners (also referred to within InStride as “learners”). InStride is seeking a Learner Support Specialist, PSLF to advocate for the needs of learners and provide support and issue resolution across all phases of the learner experience, while also supporting employment verification and Public Service Loan Forgiveness (PSLF) certification processes.

In this role, you will become deeply familiar with the end-to-end learner experience, understanding how learners move through their academic journey and the barriers or challenges they may face at each phase of the experience. You will support learners through a variety of inquiries including platform navigation, program participation, documentation requirements, employment verification requests, and PSLF submissions through StudentAid.gov.

This individual will connect internal teams within InStride (e.g., Success, Product, Technology, Operations) and external partners (Corporate Partners and Academic Partners) to solve issues raised by learners, surface feedback, and represent the end-user perspective to enhance the learner experience.

This position requires strong operational discipline, excellent communication skills, attention to detail, and a learner-first mindset.

Skills we’d love to see you show off:

• Learner Support & Case Management: Delivering responsive, high-quality and empathetic support while managing a high-volume queue of learner inquiries across multiple channels
• Verification & Certification Management: Reviewing and validating employment and eligibility data to accurately complete PSLF and other verification forms
• Inbox & Ticket Management: Triaging requests, tracking case status, documenting outcomes, and ensuring timely resolution of learner issues
• Data Reconciliation: Comparing eligibility files and Workday employment records to identify discrepancies and ensure accurate reporting
• Regulatory & Policy Compliance: Adhering to Department of Education PSLF requirements and internal documentation standards
• Learner-Centered Communication: Explaining processes, requirements and next steps clearly and empathetically
• Cross-Functional Collaboration: Partnering with internal teams and external partners to resolve learner issues and improve the learner experience
• Operational Organization: Maintaining clear documentation, tracking systems and audit-ready records
• Problem Solving & Troubleshooting: Investigat