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 while working remotely.

Key responsibilities

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

Required qualifications

• 2-3 years of experience in a Zendesk support role, with proficiency in managing tickets and using macros
• Excellent written English skills, ensuring clear and professional communication with parents
• Background in customer or family-facing support, capable of handling inquiries at volume
• Strong judgment under pressure to accurately assess and respond to parent inquiries
• Organized and reliable, with the ability to track open items and maintain communication with parents