Customer Success Specialist

Who We Are

Outward Bound USA (OBUSA) is a national non-profit educational organization in the United States, in operation for more than 60 years. Outward Bound’s mission is to change lives through challenge and discovery. While ambitious and bold, our vision is a more resilient and compassionate world, with more endurance in response to change and more courage in the face of challenge.

Outward Bound programs provide increased access for today’s youth to develop social emotional skills and build their capacity to navigate the future with confidence, compassion, and curiosity. Programs are far-reaching – inside city and suburban classrooms and outside in rugged backcountry settings – lasting anywhere from one-day to an entire semester. Outward Bound staff are positive, fun, passionate, mission-driven change makers who uphold a high standard for quality and commitment to our students. We strive to provide educational experiences that are inclusive and relevant for all participants and are committed to organizational improvement in support of an equitable and just society.

Position Impact

Outward Bound USA aims to support, amplify, and grow the capacity of our regional schools, where students are prepared with 21st-century skills to be ready for work, life, and civic leadership in an evolving world. Our work is guided by an unwavering commitment to our students, equity, adventure, and safety.

Guided by a strategic Vision for Impact 2030 between 2023 and 2030, OBUSA supports this work through targeted initiatives designed to: create new and expanded capacity in regional schools by positioning OB as an educational partner to parents, schools, and corporations; accelerate access to the outdoors for underrepresented communities; provide a leading-edge research and development engine that will continuously improve program outcomes; and cultivate a workplace that attracts, develops, and retains the best outdoor educators and administrative professionals in the US.

Reporting to the Customer Success Manager, Customer Service Specialists are often the face of someone’s first interaction with Outward Bound. By providing excellent customer service and displaying expertise in assisting customers with course selection and other inquiries, the Customer Service Specialists create a positive brand image in the marketplace that, ideally, generates positive feedback and conversation about the excellent service we provide.

Our Culture

As a leading non-profit educational organization, Outward Bound is designed to embrace challenges. We engage in organization-wide continuous improvement and cultivate a workplace that attracts top talent—like you. This role becomes part of a collaborative organization that is rich with talent, connection, and teamwork, contributing to the expansion of our mission nationwide. Thriving here takes compassion, a learning mindset, and a deep desire to do meaningful work to achieve our goals. At Outward Bound, we are crew, not passengers. Everyone is on the crew, and we all contribute. We share success and view challenges as opportunities. From the office to the wilderness, we grow together. You belong here.

Key Functions and Responsibilities

Provide excellent customer service

• Demonstrate expertise in assisting customers with course selection across all product lines, applications, and college credit and scholarships where applicable.
• Remain up to date on all course offerings, program locations, policies and procedures, and onboarding FAQs.
• Communicate key consumer insights back into the organization to support learning and development.
• Effectively address customer concerns during early onboarding.
• Steward alumni inquiries and redirect them to the appropriate department.

Ensure a seamless handoff between national and regional admissions teams

• Qualify inbound sales leads for handoff to regional schools.
• Log and report on interactions that will help improve systems and CRM data.
• Coordinate with regional schools and assist with student transfers when necessary.
• Execute tactics throughout the full sales cycle.

Identify qualified leads, nurture non-qualified leads, pitch, and close

• Actively manage the list of prospects and report on progress.
• Utilize tools and technology to scale the scope of lead management.
• Provide ongoing quality assurance across Outward Bound websites and CRM (Salesforce).
• Represent the organization at occasional national student recruitment and outreach events such as national gap year fairs, summer program fairs, and school counselor conferences.
• Engage in outbound communications and relationship-building with key audiences, including gap year associations, school counselors, and educational consultants.

Requirements

Competencies

• Cultural Competence: Recognizes and values cultural commonalities and differences.
• Collaboration: Works effectively as part of a team and contributes to shared goals.
• Communication: Communicates clearly and effectively in routine situations.
• Conflict Management: Manages conflict in basic, low-stakes situations, and seeks support from a supervisor when needed.
• Self-Management: Sets and follows through on basic goals independently and manages more complex goals with guidance and support.
• Organizational Knowledge: Demonstrates a foundational understanding of the organization and how it functions.
• Problem Solving: Identifies, understands, and solves basic problems; seeks support for more complex issues.
• Equanimity: Maintains composure and effectiveness when handling routine stress.
• Technical Savvy: Demonstrates foundational technical knowledge and actively seeks guidance to build skills in relevant tools and systems.

These competencies contribute to the incumbent's effectiveness in meeting the role's demands and supporting organizational goals.

Education and Work Experience

• 2+ years of experience in customer service or a relevant customer-facing role.
• Proficiency using customer relationship management (CRM) software, such as Salesforce, for lead tracking and documentation.
• Proficiency with the Microsoft Office suite for general correspondence and reporting.
• Spanish language skills are a plus.

Location and Physical Requirements

• Permanent work authorization in the United States is required.
• This is a remote position. We welcome applications from candidates located in the following states: AZ, CO, CT, FL, IA, ID, IL, IN, MA, MD, ME, MI, MN, NC, NM, NY, OR, PA, VT, and WA.
• Travel of up to 20 days per year is required for in-person conferences, meetings, and collaboration sessions.
• This role is primarily desk-based and computer-focused. Occasional light lifting (e.g., files or materials) may be required.
• Ability to work at a computer for extended periods, including repetitive motions such as typing, and sufficient visual acuity to read and analyze data on a screen.

Compensation & Benefits

• Hourly Range: $19.23 – $22.50 per hour (equivalent to approximately $40,000 – $46,800 annually for a 40-hour workweek). In addition to base pay, OBUSA offers a quarterly team commission program that rewards collective success.
• OBUSA offers a competitive benefits package, including medical, dental, and vision insurance; short- and long-term disability; life insurance; and a retirement plan with employer match.
• OBUSA offers paid time off (PTO), 10 federal holidays, and paid time off during the last week of the year.
• In the interest of transparency and pay equity, candidates can expect offers to fall within the lower third of the posted range.

Applications can be addressed to Rachel Lasky, Customer Success Manager. Position closes January 2, 2026.

Outward Bound USA (OBUSA) is an equal opportunity employer and values the inclusion and collaboration among employees of diverse backgrounds and experiences. OBUSA prohibits discrimination against, and harassment of, any employee or applicant for employment because of race, color, religion, sex, gender, pregnancy, genetic information, ethnic or national origin, sexual orientation, marital status, familial status, military or veteran status, qualified individuals with a disability on the basis of the disability, or any other category which may be protected under applicable state or federal law. Outward Bound USA also promotes respect for all people and will not tolerate harassment based on any of these characteristics nor on differences based on gender identity or expression. As we strive to reflect the communities we serve; people of color are strongly encouraged to apply.

OBUSA offers a competitive benefits package, including medical, dental, and vision insurance; short- and long-term disability; life insurance; and a retirement plan with employer match.

OBUSA offers paid time off (PTO), 10 federal holidays, and paid time off during the last week of the year.

OBUSA offers outdoor industry pro-deals.

Spanish skills a plus