USA Customer Service Representative III
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Job Location:
Deerfield, WI - USA
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Description:
100% Remote
Role Summary
The Global LMS Help & Support Lead is responsible for owning and scaling the end to end help support and service experience for Vantive s 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 Vantive s 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.
Vantive s commercial LMS is stable trusted and ready to scale with evolving business and learning needs.
Role Summary
The Global LMS Help & Support Lead is responsible for owning and scaling the end to end help support and service experience for Vantive s 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 Vantive s 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.
Vantive s commercial LMS is stable trusted and ready to scale with evolving business and learning needs.
Additional Details
- Vantive Bill Rate : 40.00
- Does the position allow for the worker to be virtual/remote : Yes
- Shore Options Available for this Position : Onshore Only
- Direct or Indirect : Indirect
- Kronos Worker : no
- Shift : USA-1
