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[Hiring] Student Experience Lead @Colorfuel

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Role Description

As a Student Experience Lead, you’ll manage our front-line support team and oversee daily operations in communication tools like Drag, Slack, and Genesys. You’ll be the go-to person for escalated customer needs, helping us deliver quick, empathetic, and efficient service to students, families, and districts. This role requires both strong leadership and a willingness to jump in wherever help is needed.

Responsibilities

  • Provide daily support and direction to Student Experience Representatives
  • Monitor and manage team workflows across Drag, Slack, and Genesys
  • Respond to escalated phone calls and customer concerns with professionalism and urgency
  • Triage and assign incoming emails quickly and accurately
  • Ensure key response metrics are met (e.g., <15 emails on Main Board, 24-hour follow-up on Stalled Board)
  • Monitor Slack channels to ensure responses within 5 minutes
  • Identify and address safety and service issues in coordination with CST’s service partners
  • Submit non-compliance fines as appropriate
  • Support onboarding and training of new service partners
  • Assist in safety incident responses and ensure compliance is followed
  • Be available outside standard hours when needed to meet urgent needs

Qualifications

  • An organized, proactive communicator with a strong attention to detail
  • A calm and reliable leader who thrives in high-responsibility situations
  • Tech-comfortable, especially in tools like Slack, Drag, and Genesys
  • Skilled at managing inboxes, resolving issues, and helping a team succeed
  • Clear, professional communicator with excellent customer service instincts
  • Spanish language skills preferred
  • Flexible, empathetic, and solutions-oriented—especially under pressure
  • Able to work independently, remotely, and collaboratively with others
  • Prior experience supervising teams or processes strongly preferred

Requirements

  • Education level – High school diploma or equivalent
  • Strong written and verbal communication skills
  • Experience leading teams or managing workflows preferred
  • Able to manage large volumes of communication with speed and accuracy
  • Comfortable working remotely and using cloud-based collaboration tools
  • Candidates located in Arizona, California, or Washington preferred

Benefits

  • Pay Range: $50,000–$75,000 per year (based on experience)
  • Schedule: Monday to Friday
  • Day shift (with occasional evening or after-hours needs)
  • 8-hour shift
  • Job Type: Full-time
  • Location: Remote (preference given to candidates located in Arizona, California, or Washington)

Additional Requirements

  • Must successfully complete a background and reference check
  • Must have access to a strong, reliable internet connection
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