[Hiring] Member Support Representative REMOTE USA
Position: Member Support Representative
Date Posted: August 12, 2025
Industry: Education / EdTech
Employment Type: Full Time
Experience: Not Specified
Qualification: Four year college degree preferred (or Estimated Qualification like Bachelor Degree holder, Diploma/Degree/Certificate)
Salary: $50,000/yr
Location: United States (Remote)
Company: Instructure
Description:
About the role
Instructure is seeking a dedicated Member Support Representative to be the first line of support for users of Parchment’s products across K-12 and higher education institutions. You’ll assist students and client administrators from onboarding through ongoing use, helping remove barriers to course discovery, registration, and application completion while working closely with internal teams to resolve technical issues.
What You Will Be Doing
- Provide direct support to students via email, chat, and voice to help with course discovery, registration, and application issues.
- Support client administrators (Registrar, Admissions, IT, etc.) in using subscribed Parchment products and tools.
- Triage and resolve student questions and application errors that block enrollment, escalating when necessary.
- Process student application submissions and related tasks through Salesforce CRM.
- Audit client course exchanges for accuracy, usability, and proper functionality.
- Collaborate with Implementations and Product teams to diagnose technical problems and recommend fixes.
- Elevate customer feedback to stakeholders and suggest improvements to increase application conversions.
What You Will Need To Know/Have
- Ability to think independently and critically and deliver on commitments.
- Strong written and verbal communication skills.
- Comfort working in a fast-paced, changing environment and shifting priorities as needed.
- Customer-centric mindset with collaborative and creative problem-solving.
- Proven accountability and ownership of decisions.
It Would Be a Bonus If You Also Had
- Prior experience providing customer support or working directly with students in higher education (highly preferred).
- Familiarity with Salesforce products, Microsoft Office, and G Suite.
- A four-year college degree.
Compensation & Benefits
- Salary: $50,000 per year.
- Competitive benefits (varies by location) including comprehensive health coverage, ownership program participation for full-time staff, flexible schedules, generous time off, wellness programs, annual learning stipends, and a typical technology setup for work.
- Inclusive culture with recognition programs and emphasis on professional development.
Additional Information
- Instructure is an Equal Opportunity Employer and complies with applicable employment and anti-discrimination laws.
- Background checks and identity verification are required as part of the hiring process; candidates may be asked to verify legal name, physical location, and provide a valid contact number and address.
- Misrepresentation of personal or professional information may result in disqualification.
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