Role Description As a Program Specialist, Payments Support you will be responsible for delivering exceptional customer service to FreshBooks users. As the Payments subject matter expert in the Support Department, you will manage direct customer inquiries and technical escalations from Core Support Specialists. You will also work closely with external Partners and internal Product Development & Engineering teams to resolve issues and improve the overall customer experience. You will navigate complex challenges, driving superior customer outcomes while consistently meeting key organizational objectives and metrics. Note: This role can be worked remotely from any of the locations above. What You'll Do - Respond to, troubleshoot, and solve inbound and outbound customer support inquiries across various channels (Phone, Email, Social Media, and Chat) related to Payments. - Support other specialists by troubleshooting technical issues, usability issues, and product defects through case handoffs and real-time knowledge transfer. - Liaise with internal Product Development & Engineering departments, external vendors, and Technical Account Managers (TAMs) to surface and solve customer issues. - Create, monitor, maintain, report on, and advocate for Product Defects (Bugs, SHALP) and Product Enhancements (Usability, USE) related to Payments. - Assist in leading the customer experience incident management process in real-time, from proactive containment and communication to resolution. - Partner with the Support Communications team to ensure documentation for the internal knowledge base and external Self-Service channels is accurate and assist in developing training for the CX department and new hires. Qualifications - 1-3 years experience with Technical Support and 1+ years experience working within Payments. - Demonstrated proficiency with helpdesk and project management platforms (e.g., Zendesk, Jira), with the aptitude to quickly master new internal tools and AI-leveraged workflows. - Exceptional written and verbal communication skills, specifically the ability to explain complex technical issues and organizational policies to non-technical stakeholders. - Demonstrated resilience and ability to thrive in a fast-paced, ambiguous environment, coupled with critical thinking and proactive problem-solving skills. - High self-awareness with a commitment to continuous professional development, including a willingness to seek out and act on constructive feedback. - Ability to manage difficult conversations with FreshBooks users and maintain composure and calm in high-pressure situations. You'll Stand Out If You Have - Previous experience delivering high-tier customer support within a SaaS, B2B Payfac, or Fintech environment. - Proven expertise in real-time technical troubleshooting and navigating complex software workflows directly with users. - Strong aptitude for distilling and articulating intricate technical concepts into clear, user-facing communications.

• Leading the successful completion and coordination of the Americas Supply Chain program in sync with company strategy. • Managing projects horizontally and ensuring that cross-project work remains feasible from business standpoint. • Managing the strategic selection, prioritization, and sequencing of projects. • Planning and defining project scope with input from Supply Chain Director and VP. • Managing total supply chain integration efforts (sourcing, operations, and materials). • Leading project coordination, including materials sourcing, test production runs within material and budgetary requirements. • Establishing and defining project teams, setting project tasks/goals for assigned operational projects.

• Own a high value portfolio of digital learning products from early opportunity scoping through to delivery, iteration and scale • Champion AI enabled and data informed product development practices using relevant tools and operational systems • Lead the co design and adaptation of programme curricula in partnership with University partners, industry experts and wider internal teams including, subject matter experts and contributors • Oversee the creation and delivery of diverse learning assets including written, visual and video content to high standards • Establish and analyse product and programme KPIs such as learner engagement, feedback and quality indicators to guide product development/maintenance/uplift priorities • Manage cross functional product development workflows, coordinating teams, suppliers and contributors to ensure timely delivery • Maintain clear communication with senior stakeholders, managing risks, dependencies and decision points • Identify and implement process improvements that support scalability, automation and streamlined delivery • Support the development of internal capability by shaping and guiding emerging team members and specialist roles • Ensure products meet the expected quality and relevance standards across the full development lifecycle

Are you a strategic individual with a passion for growth, innovation, and transforming the landscape of early childhood education? Acelero, Inc. is looking for a dynamic Program Specialist to drive our mission to eliminate the gaps between young children’s potential and their success in school and life. Why Acelero? Our mission is bold: To design and deliver research and evidence-based approaches to eliminate the gaps between young childrenʼs inherent potential and their achievement in school and life. With our partners, we accelerate child and family outcomes that honor all of the aspirations and cultures of the communities we serve. Our values: Data-Informed Learning; Transparent & Open Communication; Growth Mindset; Championing Equality; Caring Teams & Communities. Your Role: As a Program Specialist, you will have a key implementation role within Connecticut’s Local Governance Partner (LGP) system, supporting the development, coordination, and delivery of learning, technical assistance, and engagement strategies for LGPs and their local partners. Working closely with the Project Director and cross-functional Shine teams, the Program Specialist helps translate statewide strategy into high-quality, field-facing resources, learning experiences, and supports. This role is responsible for contributing subject-matter expertise, developing and facilitating learning opportunities, supporting continuous improvement efforts, and maintaining strong relationships with local and statewide stakeholders. What You’ll Do: Program Implementation & Field Support - Support implementation of LGP system activities by developing and delivering learning and engagement resources aligned to OEC priorities and contract deliverables. - Collaborate with the Project Director to support onboarding, training, and ongoing support for LGP Liaisons, Parent Ambassadors, and Community Tables. - Serve as a content and implementation resource for LGPs, helping translate policy, guidance, and best practices into usable tools and learning experiences. - Participate in communities of practice, learning sessions, and feedback loops to support consistency and quality across the statewide LGP system. Content Development & Learning Design - Research and apply evidence-based practices related to family engagement, community leadership, equity, and early childhood systems. - Develop and adapt content for multiple formats, including in-person training, virtual learning, peer-to-peer sessions, tools, templates, and job aids. - Collaborate with internal content experts, instructional designers, and TA staff to ensure materials are accessible, relevant, and aligned to adult learning best practices. - Support continuous refinement of materials based on data, participant feedback, and implementation learnings. Facilitation & Professional Learning - Facilitate and co-facilitate virtual and in-person trainings, workshops, and communities of practice as assigned. - Model inclusive, strengths-based, and relationship-centered facilitation approaches. - Support capacity-building efforts that elevate parent voice, community collaboration, and equitable access to services. Collaboration & Stakeholder Engagement - Build and maintain collaborative relationships with LGPs, community partners, and statewide stakeholders. - Coordinate with internal Shine teams (communications, data, finance, TA) to support aligned implementation. - Participate in cross-functional planning meetings, project check-ins, and learning communities. Data, Learning & Continuous Improvement - Support collection and synthesis of qualitative and quantitative feedback to inform learning and improvement. - Contribute to documentation of promising practices, implementation challenges, and field insights. - Assist with preparation of reports, summaries, and learning artifacts as requested. What You Bring: - Bachelor’s degree in Early Childhood Education, Child Development, Public Administration, or related field required. - Minimum of 2 years of experience in early childhood, family engagement, community-based systems, or related work. - Experience developing and delivering professional learning in multiple formats (in-person and virtual). - Experience working with diverse communities and multiple early childhood program types, including family child care and center-based settings. - Connecticut experience strongly preferred. When/Where/How Much: When: Spring 2026 Where: Remote in Connecticut How Much: This position pays up to $70,000 annually Application closing date: February 6th, 2026 Why You’ll Love Working with Us: - A meaningful mission that drives real change in the lives of children and families - A collaborative, inclusive team that values your growth and well-being - Robust benefits that support your total wellbeing, including: - Medical, Dental, and Vision Insurance with multiple plan options to fit your needs - Health Savings Account (HSA) with company contributions up to $400/individuals & $800/family annually - Flexible Spending Accounts (FSA) for health and dependent care expenses - 401(k) Retirement Plan with up to 3% company match - Short-Term and Long-Term Disability and Basic Life Insurance - Up to $500 per year in Professional Development Reimbursements - Employee Assistance Program (EAP) with counseling and mental wellness support - Wellness Programs, including virtual fitness, nutrition, and mindfulness classes - Pet Insurance, Legal Assistance, ID Theft Protection, and Employee Discount Perks If you’re ready to take on a challenge that matters and join in a company where purpose and values drive every decision, apply now to join us as our next Program Specialist. Together, we’ll help every child reach their fullest potential! We are an equal opportunity employer, committed to creating a diverse and healthy workplace.