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LMS Member Support Specialist

4 months ago

Atlanta, United States Atlanta Speech School Full time

Rollins Center for Language and Literacy-A Program of the Atlanta Speech School

LMS Member Support Specialist


The Atlanta Speech School provides an unmatched opportunity to learn from both peers and experts in the field, and to contribute to the School’s growing body of knowledge. Beyond seeking proficiency, we work to construct a Deep Reading Brain for each child at the School and, through our Rollins Center for Language & Literacy, every child beyond the school. Deep reading requires learning to make connections between what we read to what we think, feel, and do. Through deep reading, children develop empathy, hone critical thinking, and go on to make the greatest possible difference in the lives of others.


· We believe in connection over compliance. Rather than silencing children, we teach them to listen - and to think, to question, and to solve.

· Our staff works together to know and serve each child from within an intentional learning ecosystem that is as joyful as it is rigorous.

· Our practices are grounded in structured literacy and built on the sciences of healthy brain development, language acquisition, and the construction of the Deep Reading Brain. This work is intentionally centered around critical thinking, empathy, problem solving and the development of executive functions.


We are committed to providing a community through which all our students, families, and staff show up safely as themselves and for each other. As stewards of this environment, it is our responsibility to ensure safety extends to every person, inclusive of all races /ethnicities, religions, genders, family structures, sexual orientations, and any other aspect of their identity.

The School has never turned away a child in need of services based on their family’s financial circumstances.


Position Summary:

As an LMS Member Support Specialist, you will contribute to our vision and mission by being the first point of contact for Cox Campus Members on their journey to gain knowledge, skills and agency needed to realize literacy and justice for all. This role is not just about resolving technical issues. It’s about embodying a social justice mindset to ensure every member feels supported and empowered to achieve long-term success. You will go beyond addressing immediate technical concerns and actively seek to understand and advocate for our members' needs and goals by developing strategies to enhance the overall member experience. By providing exceptional technical support and embracing the culture that embodies our mission of achieving equity in literacy, you will be making an impact while playing a pivotal role in shaping the success stories of our members.


Essential Job Duties:

• Serves as an expert on the Cox Campus platform’s functionality.

• Provides technical support to internal and external users of Cox Campus

• Provides insights on user pain points and customer support using a helpdesk application.

• Ensures optimal user experience is maintained by sharing input and following user experience best practices (UI and user navigation experience)

• Contributes to the user experience by providing accessibility recommendations to reach all users.

• Participates in internal and external usability studies in collaboration with stakeholders, Internal Staff, and online members of LMS to improve the user experience.

• Able to create rapid usability studies, to gather valuable insights that can help improve the user experience and drive better organizational outcomes.

• Tracks trends related to user experiences and assists with identifying user pain points around interaction/navigation on Cox Campus

• Identifies patterns in issues reported by members and work toward implementing long-term solutions to prevent recurrence.

• Monitors member engagement to identify opportunities to increase member satisfaction and retention.

• Leverages data of user experiences into insights to recommend improvements.

• Serves as an advisor to members, guiding how they can get the most out of our platform.

• Collaborates in the development and maintenance of supplemental, member-facing support documentation.

• Collaborates with product management to prioritize feature requests and enhancements based on member feedback, needs, and experience.

• Stays abreast of features, incentives, and other initiatives to convey updates and impart information to members effectively.

• Develops and maintains a repository of member success stories, including testimonials, case studies, and member feedback.

• Collaborates with Marketing to leverage member success stories for promotional purposes.


Skills/Qualifications:

• Bachelor in a relevant field or equivalent experience

• Degree or experience in Education a plus

• Experience with LMS platforms from both a back end and UX perspective, including current knowledge of best practices in online learning

• Knowledge and practical experience of user-centered design

• Must possess strong organizational and prioritization skills

• Proficient in various technologies, design tools (Adobe Creative Suite or Figma), and other software applications

• Quick to learn new applications

• Must be able to complete projects and prioritize deliverables with minimal supervision

• Ability to work and communicate independently as well as collaborate effectively with a cross-functional team

• Flexibility to adapt to changing priorities and thrive in a fast-paced, dynamic environment

• Bilingual in English and Spanish, a plus


Physical Demands and Work Environment:

This is a Georgia-based hybrid role, with in-state travel possible. The LMS Member Support Specialist will work at the Rollins Center at the Atlanta Speech School and have the opportunity to work remotely from home when possible.


The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.


· Light physical effort equal to frequent lifting or moving of lightweight materials.

· Regularly required to sit or stand, bend, and reach. Generally, he works in an office environment but may occasionally be required to perform job dues outside of the typical office setting.


Compensation and Benefits:

This full-time Rollins Center position is funded by grant dollars, offering a generous benefits package including health/dental/life/vision and long-term disability insurance. The Speech School subsidizes health insurance premiums for staff and families. Other benefits include a Flexible Spending Account, 403(b) Plan, cost reduction of some Atlanta Speech School services, complimentary meals onsite during working hours, and accrued sick leave. Salary: Salary is commensurate with experience.


To Apply: To ensure your application is considered, please submit a cover letter and resume.

Contact: Iris Goodson, Director of Human Resources

Email: hr@atlantaspeechschool.org

Subject line: LMS Member Support Specialist