Customer Support Administrator

Fortress Education | In-Person | Full-Time | 10:00 AM to 6:00 PM / 1:00 to 9:00 (varying hours by day)

About Fortress Education

Fortress Education backs and builds higher-education companies serving adult learners. Our portfolio includes online course providers and degree-completion programs that help working adults, career changers, and pre-professional students reach their academic goals. We are operators, not just investors, and we hold our student experience to a high standard: fast responses, clear answers, and genuine care.

About the Role

You will be the front line of support across several of our education brands. Each day, you will answer inbound phone calls and emails from students and prospective students, resolve their questions, and keep their records accurate and up to date. You will also serve as the administrative point of contact with our university and institutional partners, coordinating on enrollments, transcripts, and student-related requests.

This is a role for someone who enjoys helping people, writes clearly, stays organized across multiple inboxes and systems, and takes ownership of an issue until it is fully resolved.

What You Will Do

• Answer inbound support calls and emails across multiple brands during business hours
• Help students and customers with enrollment questions, course access, billing, transcripts, and general inquiries
• Serve as the administrative contact with partner institutions: submitting and tracking enrollments, and resolving student-record issues
• Maintain accurate customer records in our CRM and helpdesk systems
• Triage and escalate technical or academic issues to the right internal team, and follow up until resolution
• Document recurring questions and help build out our knowledge base and support templates
• Flag patterns and process gaps so we can improve the student experience

What We Are Looking For

• 2+ years of customer support, student services, or administrative experience (phone and email)
• Excellent written and spoken English with a warm, professional phone presence
• Strong organizational skills and the ability to switch contexts between brands without losing track of details
• Comfort learning new software quickly; experience with a helpdesk or CRM (Zendesk, HubSpot, Freshdesk, or similar) is a plus
• Reliable high-speed internet and a quiet workspace suitable for phone support

What We Offer

• Compensation: $40,000 to $50,000 per year, depending on experience
• A small, fast-moving team where your work directly shapes the student experience
• Room to grow into operations, partner management, or team leadership as the portfolio expands

How to Apply

Send your resume and a short note about your support experience to [email protected] with the subject line "Support Specialist Administrator”

Applications that include a brief example of a difficult customer issue you resolved will get priority review.

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