Customer Support Representative

What You'll Do

• Own the Parent Support Queue: Work Zendesk tickets from parents every day. Respond quickly, resolve what you can directly, and route what you cannot.
• Answer Parent Questions Clearly: Handle questions about schedules, billing, academics, athletics, campus logistics, and everything in between. Give parents clear, complete answers so they do not have to write back.
• Resolve Issues End to End: When a parent has a problem, work it through. Loop in the right internal team, keep the parent updated, and close the loop when it is done.
• Escalate the Right Things: Know what you can handle and what needs to go up. Get escalations to the right person quickly with the context they need to act.
• Keep Zendesk Clean: Tag tickets properly, keep macros up to date, and flag patterns you see in the queue so we can fix the root cause.
• Communicate Warmly and Professionally: Every message you send should read as clear, warm, and on-brand. No copy-paste responses that miss the point.

Requirements

• 2-3 Years of Zendesk Support Experience: You have worked in a Zendesk-based support role for two to three years. You know the platform, macros, triggers, and how to run a clean queue.
• Excellent Written English: Your written English is clear, warm, and professional. Every parent-facing message reads well.
• Customer or Family-Facing Support Background: You have handled real customer or family inquiries at volume, including hard conversations, and kept the relationship intact.
• Judgment Under Pressure: You know how to read a message, figure out what is really being asked, and respond in a way that solves the problem without creating new ones.
• AI Forward: You are comfortable using AI tools to draft responses and speed up repetitive work.
• Organized and Reliable: You do not let tickets sit. You track open items, follow through, and keep parents in the loop even when the answer is not ready yet.
• Availability: Full-time coverage during standard U.S. business hours, Central Time.
• Location and Setup: Fully remote, open globally. Reliable internet and a quiet space you can work from. You do not need to be U.S.-based.

Bonus Points

• School or Youth Program Support Background: You have handled support for a school, camp, club, or youth program where parents were a central part of the job.
• Bilingual (English/Spanish): You can communicate with Spanish-speaking families directly.
• Zendesk Certifications: You hold Zendesk Support Administrator or similar credentials.

Benefits

Pay: $25/hour