Learning Support Specialist

The U.S. Center for Safe Sport is a non-profit organization focused on ending all forms of abusein sport. We endeavor to make athlete well-being the centerpiece of the nation’s sports culture through abuse prevention, education, and accountability.

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.

• Take a “people first” approach by identifying learner and administrator needs and supporting use of LMS features.
• Provide learner and administrator support:
• 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:
• 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:
• 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:
• 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:
• 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.

• Assist with system audits and after-hours testing or outage support when needed.
• Perform other duties as assigned.
• 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…