Business Support Analyst - Training Specialty

Position:
Business Support Analyst (Training Specialty)

We are seeking a Business Support Analyst to support ACE Scholarships’ growing Customer Service and Operations teams by strengthening internal readiness through documentation, training, and process support. This role is fully internal-facing and focuses on equipping Customer Service Representatives and operational teams with clear guidance, effective training, and efficient workflows.

Business Support Analysts will work in the areas of Training
, Process Improvement
, and Knowledge Base Management
, and share accountability for maintaining accurate documentation, supporting change implementation, and assisting with case elevation and quality improvement efforts in a high-volume call center environment.

We are seeking someone passionate about training and onboarding new hires in our customer support team,
supporting mass hiring growth
, and someone who seeing their team's success as their success. This person should not just support the customer support teams on the technical functions of the role, but also drive enthusiasm for ACE Scholarships mission as we continue to service students, families, schools, donors, and strategic partners.

This position plays a key role in translating program rules, system functionality, quality findings, and operational decisions into actionable frontline support.

• Create, update, and maintain internal documentation that supports Customer Service Representatives and operational teams.
• Ensure knowledge base content is accurate, clear, and aligned with current program rules, system functionality, and operational processes.
• Use tools such as Service Now, Empower-Ed by ACE Scholarships, Scribe, and Microsoft Office to document policies, workflows, and procedures.

• Support the development and delivery of onboarding, refresher, and change-driven training for Customer Service Representatives.
• Assist with training materials, job aids, and reference guides tied to new programs, system updates, or process changes.
• Reinforce training based on quality audits, performance trends, and feedback from frontline teams.

• Document and maintain Customer Service and operational workflows, including case handling and escalation processes.
• Identify recurring issues, inefficiencies, or points of confusion and elevate themes to Business Support leadership.
• Support process updates and change initiatives by ensuring documentation and training materials remain current. Quality, Case Elevation & Escalation Support
  • Review quality assurance findings, case data, and call insights to help identify trends and improvement opportunities.
  • Support the case elevation model by assisting Customer Service Representatives and leadership with complex or non-standard cases.
  • Ensure learnings from escalations and exceptions are documented and incorporated into training and knowledge base updates.
  Cross-Functional Collaboration
  • Partner with Customer Service leadership, Program Managers, Business Technology, and Data teams.
  • Support system enhancements, program launches, and policy changes through documentation and internal readiness efforts.
  • Provide frontline-informed feedback to improve systems, processes, and support materials.
  Knowledge, Skills, and Abilities
  • Strong attention to detail and ability to document complex information clearly.
  • Interest in training, process improvement, and operational support work.
  • Ability to analyze trends, identify gaps, and recommend improvements.
  • Strong written and verbal communication skills.
  • Organized, adaptable, and comfortable working in a fast-paced, high-volume operational environment.
  • High integrity and strong alignment with ACE’s mission, values, and founding principles.
  Requirements
  • Bachelor’s degree in business administration or equivalent professional experience.
  • Two to five years of experience in customer service, operations, training, documentation, or business support roles.
  • Experience in call center, customer support, nonprofit, or regulated environments preferred.
  • Familiarity with knowledge base tools,…