Overview
Learning Support Specialist Jobs in Remote at United States Center for SafeSport
SUMMARY
The U.S. Center for SafeSport is a non-profit organization focused on ending all forms of abuse in sport. We endeavor to make athlete well-being the centerpiece of the nation’s sports culture through abuse prevention, education, and accountability.
POSITION SUMMARY
The Learning Support Specialist provides exceptional technical and operational support for the Center’s Learning Management System (LMS) platforms by resolving learner and administrator issues, maintaining accurate system data and documentation, assisting with reporting, and supporting day-to-day LMS operations. This role serves as a primary point of contact for Tier 1 and Tier 2 support requests and collaborates with internal teams and external stakeholders to deliver high-quality learning experiences.
Essential Functions
- Take a “people first” approach by identifying learner and administrator needs and supporting use of LMS features.
- Provide learner and administrator support:
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- Serve as a point of contact for incoming LMS support requests from learners, National Governing Bodies, out-of-movement organizations, administrators, and internal teams.
- Resolve Tier 1 requests, including password resets, certificate requests, general course-cycle questions, and routine navigation questions.
- Resolve Tier 2 requests, including affiliations, account merges, transcript troubleshooting and corrections, and issues requiring coordination with internal departments.
- Manage assigned email and Jira requests from intake through resolution while meeting established service-level expectations.
- Escalate Tier 3 issues to the Senior Learning Support Specialist with complete documentation, troubleshooting history, and relevant supporting information.
- Identify, accommodate, and respect varying levels of technical literacy.
- Support LMS operations:
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- Perform day-to-day administration and user support for one or more LMS platforms.
- Support user accounts, learner records, affiliations, account merges, transcript corrections, and routine course administration.
- Assist with course testing, content uploads, system enhancements, and validation of learner-facing functionality.
- Perform routine data-quality checks and system audits and communicate issues requiring senior or vendor support.
- Learn and maintain working expertise in current and future LMS platforms to provide consistent Tier 1 and Tier 2 support.
- Documentation and training:
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- Create, update, and maintain knowledge-base articles, self-service resources, support procedures, and standard operating documentation.
- Assist with administrator and support-agent training and provide coverage for training sessions when needed.
- Document recurring issues and resolutions to support consistent service delivery.
- Reporting and continuous improvement:
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- Generate standard LMS reports for internal and external stakeholders and assist with data validation and completion reporting.
- Review support activity to identify recurring issues, trends, and opportunities for process or system improvement.
- Provide testing feedback and guidance on courseware, system changes, and enhancements to improve the learner experience.
- Support LMS selection and implementation initiatives, as applicable:
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- Participate in internal requirements meetings, vendor demonstrations, and ongoing implementation discussions.
- Assist with meeting notes, requirements documentation, document preparation, proofreading, user acceptance testing, and implementation support.
- Collaborate with Technology, Education, Customer Success, vendors, and other stakeholders to support successful platform transitions.
Other Job Functions
- Assist with system audits and after-hours testing or outage support when needed.
- Perform other duties as assigned.
KSAs – Required·
- Strong customer service skills and the ability to support learners and stakeholders with varying levels of technical literacy.
- Ability to troubleshoot LMS, courseware, access, account, transcript, and learner-experience issues and drive assigned requests to resolution.
- Ability to manage multiple support requests, prioritize work, and meet established service-level expectations.
- Strong written and verbal communication skills, including the ability to document issues, resolutions, procedures, and user guidance clearly.
- Working knowledge of ticketing, reporting, and collaboration tools used to manage requests and monitor support activity.
- Ability to identify patterns and trends and escalate broader or recurring issues appropriately.
- Strong attention to detail when updating learner records, validating data, testing functionality, and producing reports.
- Ability to collaborate effectively with internal teams, external partners, vendors, and organizational administrators.
- Strong alignment with the Center’s mission and values.
KSAs – Preferred
- Familiarity with LMS administration, learner support workflows, course management, and user-account support.
- Familiarity with Jira or similar ticketing and reporting tools.
- Knowledge of course testing, content-upload processes, and quality-assurance practices for online learning.
- Familiarity with SCORM, xAPI, LMS integrations, APIs, account provisioning, or platform data validation.
- Ability to analyze support trends and recommend process, documentation, or system improvements.
Education Requirements:
- Associate’s degree or equivalent combination of education and relevant experience required. Information Technology, Business, Education, Learning Technologies, or a related field preferred.
Required Work Experience:
- Two or more years of experience providing customer service, technical support, learner support, LMS support, or related technology support.
- Experience supporting end users, clients, or partners through email, ticketing, helpdesk, service-desk, or similar channels.
- Experience troubleshooting user-account, access, enrollment, certificate, transcript, or other software-platform issues.
- Experience creating or maintaining support documentation, knowledge-base content, training materials, or standard operating procedures.
- Experience using ticketing, reporting, or project-tracking tools to manage requests and document resolutions.
WORK REQUIREMENTS & ENVIRONMENT
- Standard office equipment provided
- Office environment in multi-story, dog-friendly building
- Some night and weekend work hours
- Some overnight travel required
WORK LOCATION – Denver, CO; or a location deemed suitable by the Center e.g., near major airport and a state where the Center has established business operations. Current states eligible for remote work: AL, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MA, MD, MI, MO, MT, NC, NE, NJ, NM, NY, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI.
This is a full-time, non-exempt position. The starting pay range for this position is $29.45/hour – $32.05/hour and will be commensurate with background and experience.
Benefits include paid time off for vacation, sick time, and holidays; group health insurance options; employer paid life insurance, disability, and parental leave coverages, 401k plan with employer match.
TO APPLY
Visit our applicant portal to submit your Resume and Cover Letter.
Applications will be accepted through end of business day 8/26/2026.
Please direct all questions (not applications) to [email protected].
Pursuant to the Empowering Olympic, Paralympic, and Amateur Athletes Act of 2020 no applicant shall be considered within two (2) years of employment and/or board service of the USOPC or National Governing Body.
U.S. Center for SafeSport is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Title: Learning Support Specialist
Company: United States Center for SafeSport
Location: Remote
Category:
