Open to opportunities

Jennifer Ross

@jenniferross

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Customer-success focused digital integrations specialist with strong technical support skills.

United States

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What I'm looking for

I seek a customer- or product-facing role focused on technical integrations, troubleshooting, and cross-functional collaboration where I can drive adoption, reduce escalations, and improve user outcomes.

I am a detail-oriented digital success specialist with experience configuring and supporting SSO and LMS integrations (Clever, ClassLink, Canvas, Schoology, OneRoster) across K–12, higher ed, and adult learning. I manage caseloads and ticketing in Salesforce and Zendesk, escalate and track issues with JIRA, and provide real-time technical support for online assessments while collaborating closely with district IT and cross-functional product and compliance teams.

I bring a background in high-volume customer support and case management from roles at tutoring and financial services organizations, skilled in troubleshooting, data migration, user management, and documenting processes to meet regulatory and governance standards. I prioritize clear communication, timely issue resolution, and continuous improvement to drive platform adoption and customer success.

Experience

Work history, roles, and key accomplishments

Senior Digital Success Specialist

Cengage Group

May 2024 - Sep 2025 (1 year 4 months)

Managed and configured district SSO and LMS integrations (Clever, ClassLink, Canvas, Schoology, OneRoster), resolved complex integration and user-management issues, and supported live online assessments to improve district platform adoption.

SSO Clever ClassLink Salesforce Zendesk Jira Troubleshooting

Customer Support Specialist

FEV Tutor

Aug 2023 - Sep 2024 (1 year 1 month)

Delivered high-volume support for K–12 and higherEd stakeholders, provided 24/7 live tutor support, and managed cases and escalations via Salesforce and JIRA to ensure timely resolution and SLA compliance.

Customer Support Salesforce Jira Escalation Management Zendesk Stakeholder Management SLA Management

Customer Service Representative

Cash App

May 2021 - Feb 2023 (1 year 9 months)

Handled high-volume financial and crypto customer escalations via chat and email, managed disputes and chargebacks under Regulation E, and collaborated with product, risk, and compliance teams to resolve complex issues.

Salesforce Zendesk Jira Kustomer Chargebacks Reg. E SAP Cross Functional Collaboration Data Analysis

Claims Representative

Social Security Administration

Mar 2020 - May 2021 (1 year 2 months)

Investigated disability and Medicare claims, reviewed and verified medical and financial documentation, managed escalations, and provided claimant outreach via chat, email, and phone in compliance with federal policies.