School Operations Administrator 2

Job Description

The School Operations Admin – Level 2 is an experienced member of the Customer Support team who handles the same core responsibilities as other Support Services Technicians while demonstrating advanced product knowledge, consistent quality, and strong problem-solving skills. Level 2 technicians serve as go-to resources for peers, contribute to training and process improvement, and model best practices in delivering exceptional customer service.

Essential Functions:

• Deliver exceptional customer support via phone, chat, and email, assisting students, families, and school staff with inquiries, account needs, and technical issues.
• Apply in-depth knowledge of Stride systems, policies, and procedures to resolve more complex requests within the Level 1 scope.
• Provide guidance to peers by sharing resources, answering questions, and demonstrating effective problem-solving approaches.
• Assist leadership in onboarding, peer coaching, and refresher training as needed.
• Accurately document all customer interactions in the CRM system, ensuring clarity and completeness.
• Identify recurring issues or trends and share observations with supervisors for process improvement.
• Consistently meet or exceed established service-level agreements (SLAs), quality standards, and productivity expectations.
• Additional duties as assigned by the Support Services supervisor.

Qualifications

Required:

• High school diploma or equivalent; some college preferred.
• Minimum of 1 year in a customer support or service role, preferably within Stride or a related industry.
• Demonstrated proficiency in problem-solving and delivering high-quality customer service.
• Strong verbal and written communication skills.
• Comfort with navigating multiple systems, browsers, and web-based applications simultaneously.

Preferred:

• Experience in online learning environments or educational technology.
• Familiarity with Stride/K12 platforms and internal tools.

Competencies

• Customer Focus
• Technical Proficiency
• Team Collaboration
• Communication Skills
• Problem-Solving Ability
• Reliability & Accountability

Work Environment & Physical Demands

• Remote, home-office environment.
• Extended use of computer and headset for communication.
• Flexibility in scheduling during peak seasons.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This is a home-based position

Compensation & Benefits: Stride, Inc. considers a person’s education, experience, and qualifications, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee’s salary level.  Salaries will differ based on these factors, the position’s level and expected contribution, and the employee’s benefits elections.  Offers will typically be in the bottom half of the range. 

• We anticipate the hourly range to be $13.65 to $17.64/hour. The upper end of this range is not likely to be offered, as an individual’s compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. 

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works.  It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.