Customer Support Representative

Job Summary

Handling parent inquiries in Zendesk, the full-time Customer Support Representative will respond to questions, resolve issues, and ensure a warm and professional communication experience for families.

Key responsibilities

• Own the Parent Support Queue by managing Zendesk tickets, responding quickly, and routing inquiries as needed
• Answer parent questions clearly regarding schedules, billing, academics, and athletics to provide comprehensive information
• Resolve issues end to end by collaborating with internal teams and keeping parents updated throughout the process

Required qualifications

• 2-3 years of Zendesk support experience with knowledge of macros, triggers, and queue management
• Excellent written English skills that convey clarity and professionalism in parent-facing communications
• Background in customer or family-facing support, managing inquiries and maintaining relationships
• Ability to exercise judgment under pressure to address inquiries effectively
• Organized and reliable, with a commitment to tracking open items and following through with parents