Note: The job is a remote job and is open to candidates in USA. Trade With the Pros, a subsidiary of T3 Live, provides practical trading education and hands-on learning opportunities for students. The Student Account Representative will own the end-to-end student support experience, managing tickets, payments, account operations, enrollment agreements, CRM data integrity, and proactive outreach while building scalable processes.
Responsibilities
- Own the student support experience end to end, including accounts, payments, portal access, records, and general questions
- Manage the support ticket queue from intake through resolution, prioritizing across competing demands
- Resolve student-facing tech and access issues, including logins, portal access, contact updates, data-sync problems between systems, and first-line platform troubleshooting
- Field enrollment agreement and payment plan questions, explaining terms clearly and keeping student commitments and records aligned
- Run payment operations, including ACH enrollment, declined and failed payments, down-payment follow-ups, and account holds
- Manage merchant documentation, card network submissions, and tracking to resolution
- Maintain data integrity in HubSpot, including clean records, accurate deal and contact data, and troubleshooting within the CRM
- Identify gaps in process, systems, and student experience, and drive the fixes with leadership backing on larger initiatives
- Build repeatable, documented processes so the function can scale, and help hire, train, and lead as the team grows
Skills
- - Four or more years in customer service, account management, or customer success, with a track record of owning outcomes rather than completing tasks
- - Strong customer service skills with a retention and past-due conversations and asking for the commitment
- - Ability to read an enrollment agreement or payment plan and explain the terms to a student clearly and accurately
- - Experience with navigating CRMs and troubleshooting within it
- - Technical competency and fast learning across Google Workspace and payment platforms (ACH/EFT, card processing), with the ability to work through basic technical issues independently
- - Strong written and verbal communication skills, with a warm, professional, and steady presence in difficult conversations
- - Excellent prioritization and organizational skills across tickets, payments, disputes, outreach, and process work
- - Detail-oriented documentation habits and sound judgment on when to resolve versus when to escalate
- - Prior team lead or mentoring experience, or readiness to grow into leading a small team, is a plus
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Opportunities for professional development
- Opportunities for career advancement
- Collaborative team environment with the opportunity to make a measurable impact on the company’s growth
Company Overview