Field Experience Customer Support (Temporary)

Overview

The Temporary Field Experience Customer Support Specialist provides frontline support for the Field Experience team, helping manage a high-volume workload related to background check processing and vendor coordination. This role serves as a key point of contact for customers navigating the background check process through vendors such as Sterling and First Advantage, ensuring timely resolution of issues and a positive customer experience.

The ideal candidate is customer-focused, highly organized, detail-oriented, and comfortable managing multiple priorities while working directly with customers through phone, email, screen sharing, and video conferencing. This individual will play a critical role in helping customers overcome barriers, resolve vendor-related challenges, and successfully complete required background check processes.

Please note: This is a full-time, 90-day position starting in early-fall 2026.

What will you do?

• Maintains a personal relationship with Jesus Christ. Is a consistent witness for Jesus Christ, maintains a courteous, Christ-like attitude in dealing with people within and outside of Compassion, and faithfully upholds Compassion’s ministry in prayer.
• Acts as an advocate to raise the awareness of the needs of children. Understands Christ’s mandate to protect children. Commits to and prioritizes child protection considerations in all decision-making, tasks and activities across the ministry. Abides by all behavioral expectations in Compassion’s Statement of Commitment to Child Protection and Code of Conduct. Reports any concerns of abuse, neglect or exploitation of children through Compassion’s internal reporting process and appropriately supports responses to incidents if they occur.

• Uphold and engage in Compassion’s core Cultural Behaviors.

• Serve as a customer-facing support resource for Trips & Visits/Field Experience programs.
• Assist customers through the background check process, including troubleshooting issues with Sterling, First Advantage, and other third-party vendors.
• Communicate with customers via phone, email, screen sharing sessions, and video calls to provide guidance and support.
• Proactively follow up with customers to ensure issues are resolved and required actions are completed.
• Partner with internal teams and external vendors to resolve escalated cases and process delays.
• Track, document, and manage support cases with a high degree of accuracy and attention to detail.
• Monitor case progress and drive timely completion, ensuring customers successfully move through the process.
• Provide clear, professional, and empathetic communication while managing sensitive or time-sensitive situations.
• Identify recurring issues and communicate trends, risks, and process improvement opportunities to leadership.
• Maintain service level expectations while balancing a high-volume workload.

What do you bring?

• Previous experience in customer support, customer service, operations, program coordination, or a related field.
• Strong verbal and written communication skills.
• Strong organizational skills with exceptional attention to detail.
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Comfortable using Microsoft Office tools and customer support systems.