Student Experience Lead

Student Experience Lead Join the CST Team  At Collaborative Student Transportation (CST), we’re building more than bus routes—we’re creating a seamless, student-centered transportation experience grounded in trust, care, and community. Since 2018, we’ve been dedicated to providing reliable and responsive service that makes sure students get to school safely and on time. Our Student Experience team is the heart of that promise. If you’re someone who thrives in fast-paced environments, loves supporting teams, and knows how to keep things running smoothly behind the scenes, this role could be the perfect fit. We are especially interested in candidates located in Arizona, California, or Washington, as we are looking to expand leadership coverage within the Pacific Time Zone. We are also seeking candidates who are fluent in both English and Spanish to best support our diverse student and family communities. What You’ll Do As a Student Experience Lead, you’ll manage our front-line support team and oversee daily operations in communication tools like Drag, Slack, and Genesys. You’ll be the go-to person for escalated customer needs, helping us deliver quick, empathetic, and efficient service to students, families, and districts. This role requires both strong leadership and a willingness to jump in wherever help is needed. Responsibilities Provide daily support and direction to Student Experience Representatives Monitor and manage team workflows across Drag, Slack, and Genesys Respond to escalated phone calls and customer concerns with professionalism and urgency Triage and assign incoming emails quickly and accurately Ensure key response metrics are met (e.g., <15 emails on Main Board, 24-hour follow-up on Stalled Board) Monitor Slack channels to ensure responses within 5 minutes Identify and address safety and service issues in coordination with CST’s service partners Submit non-compliance fines as appropriate Support onboarding and training of new service partners Assist in safety incident responses and ensure compliance is followed Be available outside standard hours when needed to meet urgent needs Who You Are An organized, proactive communicator with a strong attention to detail A calm and reliable leader who thrives in high-responsibility situations Tech-comfortable, especially in tools like Slack, Drag, and Genesys Skilled at managing inboxes, resolving issues, and helping a team succeed Clear, professional communicator with excellent customer service instincts Spanish language skills preferred Flexible, empathetic, and solutions-oriented—especially under pressure Able to work independently, remotely, and collaboratively with others Prior experience supervising teams or processes strongly preferred Education & Qualifications Education level – High school diploma or equivalent Strong written and verbal communication skills Experience leading teams or managing workflows preferred Able to manage large volumes of communication with speed and accuracy Comfortable working remotely and using cloud-based collaboration tools Candidates located in Arizona, California, or Washington preferred Compensation & Schedule Pay Range: $50,000–$75,000 per year (based on experience) Schedule:  Monday to Friday Day shift (with occasional evening or after-hours needs) 8-hour shift Job Type: Full-time Location: Remote (preference given to candidates located in Arizona, California, or Washington) Additional Requirements Must successfully complete a background and reference check Must have access to a strong, reliable internet connection We’re Student-Centered At CST, we believe that every student deserves a smooth, safe ride to school, and every community deserves a partner that cares. If you're ready to lead with empathy, support your team, and make a meaningful impact every day, we’d love to hear from you.