Job Details
Posted 30 April, 2026
Job Id: 627626
Customer Service Representative III
Job Description
Target Pay Rate: 19-26/hr **salary will be commensurate with experience
Role Summary
The Global LMS Help & Support Lead is responsible for owning and scaling the end to end help, support, and service experience for global Commercial Learning Management System (LMS). This role ensures seamless, reliable, and high quality support for all commercial learners and stakeholders–including internal employees, partners, and external audiences–while enabling adoption, satisfaction, and business continuity across regions.
Operating at the intersection of learning technology, operations, and user experience, this individual oversees service delivery, partners with technology vendors, and drives continuous improvement for commercial learning platform ecosystem.
Key Responsibilities
Global LMS Support Strategy & Governance
* Owns the global help & support model for the Commercial LMS, including tiered support, escalation paths, and service-level expectations.
* Act as the primary point of accountability for LMS service stability, responsiveness, and issue resolution.
* Establish governance frameworks, operating procedures, and standards to ensure consistent and scalable LMS support globally.
Service Delivery & Operations
* Lead day to day LMS support operations, including ticket intake, triage, troubleshooting, and resolution across global regions and time zones.
* Manage a centralized support backlog, ensuring prioritization aligns with commercial impact, learner experience, and compliance requirements.
* Monitor and improve key service KPIs (e.g., response times, resolution rates, repeat issues, user satisfaction).
User Experience & Adoption Enablement
* Design and maintain self service resources such as job aids, FAQs, in app guidance, and support documentation to reduce friction and dependency on live support.
* Partner with Learning Management Vendor, IT, and Marketing teams to ensure support is positioned as a value adding experience, not just issue resolution.
* Capture user feedback and “voice of the business” insights to inform platform improvements and roadmap decisions.
Vendor & Technology Partnership
* Serve as the primary operational liaison with LMS and learning technology vendors, managing escalations, release readiness, defect resolution, and platform updates.
* Collaborate with internal Learning Technology and IT teams to ensure system reliability, security, and compliance.
Continuous Improvement & Reporting
* Analyze trends in tickets, system issues, and user behavior to proactively identify root causes and systemic improvements.
* Lead initiatives to automate support processes, streamline workflows, and improve the overall learner support experience over time.
Stakeholder Leadership & Collaboration
* Act as a trusted partner to Global Learning, IT, and regional teams.
* Translate technical issues into clear, business relevant communications for both operational teams and stakeholders.
* Support global rollouts, regional launches, and commercial learning initiatives by ensuring support readiness from day one.
Qualifications & Experience
Required
* 3 years of experience in learning technology, LMS administration, or global platform support, with demonstrated ownership of enterprise scale systems.
* Proven experience leading help desk, service operations, or support functions in a global or matrixed organization.
* Hands on experience with enterprise LMS platforms (e.g., Cornerstone or comparable systems).
* Strong operational leadership skills with the ability to design processes, govern services, and drive continuous improvement.
* Excellent communication skills, with the ability to engage effectively across technical, commercial, and executive audiences.
Preferred
* Experience supporting commercial, sales, or customer facing learning audiences in a regulated or complex environment.
* Familiarity with IT service management (ITSM) concepts such as SLAs, incident management, and problem management.
* Experience working with external vendors and managing platform escalations and release cycles.
* Change management or scaling platform experience in a global organization.
Success Looks Like
* Commercial learners experience fast, reliable, and intuitive support, regardless of region.
* LMS issues are handled proactively, with fewer repeat problems and clear ownership.
* Stakeholders view the LMS support function as a strategic enabler, not a bottleneck.
* commercial LMS is stable, trusted, and ready to scale with evolving business and learning needs.
Equal Opportunity Employer
We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
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