Customer Support Agent

ParentSquare Inc.; Santa Barbara (CA); Remote; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Agent to enhance communication between schools and families. This remote role requires a passion for customer service and the ability to resolve issues efficiently while maintaining a positive customer experience. As the first point of contact, you'll leverage your technical knowledge and empathy to assist parents, educators, and administrators. Join a dynamic team that values work-life balance and offers great perks, including health insurance and stock options, as you contribute to a mission-driven company focused on improving student engagement.

Benefits

Employer-paid health insurance

401K retirement savings program

Paid Parental Leave

Stock options

Health + wellness reimbursements

Increasing PTO

15 paid holidays

Qualifications

• Experience in customer support or customer success with ticketing systems.
• Proactive, self-motivated attitude with excellent attention to detail.

Responsibilities

• Answering emails, live chats, and phone calls to support customers.
• Resolving product issues and escalating tickets when necessary.

Skills

Customer Service

Empathy

Multitasking

Communication Skills

Technical Integrations

Problem Solving

Tools

Zendesk

Job description

Customer Support Agent

Remote • Full-Time • US Only

Who we are

ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 18 million students and drive our mission by providing unified communications tools - forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility.

We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey.

Who we’re looking for

A ParentSquare Customer Support Agent will have customer service and empathy in their DNA. You’re someone who is able to solve tickets quickly and efficiently without ever sacrificing the customer experience and will work on behalf of our customers with a passion for helping and going the extra mile. From parents to district and school administrators and teachers, you’re available for support via email, chat and phone. You’re our first line of communication for our customers and know our product inside and out to provide the best answers and solutions for our customers; should a problem require escalation, you’ll act as the intermediary during the escalation process to make sure no detail is missed. You know how important your assistance is to our success and our ability to continue to grow and strive to help our Customer Support team to continually improve.

This role will include:

• Answering incoming emails, live chats and phone calls
• Resolving product or service problems by clarifying the customer’s needs, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
• Taking detailed notes of the contact in our ticketing system
• Resolving support issues quickly and efficiently
• Escalating tickets to the next tier support when unable to resolve
• Maintaining updated knowledge of all company products and services in order to provide adequate education to customers
• Collecting and recording customer feedback and information, and sharing with appropriate departments and team members
• Improving help articles
• Developing support materials
• Product testing
• Contributing to team effort by accomplishing related results as needed.
• Attending all required customer service-related meetings
• Providing the friendly and personalized service of which ParentSquare prides itself

Our Ideal Candidate will have:

• Previous EDtech experience, SIS or experience with technical integrations (SFTP, API, etc)
• Prior experience in customer support or customer success and ticketing systems (Zendesk a strong plus)
• A proactive, self-motivated and positive attitude
• Multitasking abilities with excellent attention to detail and communication skills
• Quick learner, tech-savvy, and a desire to learn in a dynamic startup environment
• Ability to work a flexible schedule, including early mornings or evenings and weekends

The perks of working for us are great!

You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide:

• Employer-paid health insurance (including dependent coverage)
• An employer-matched 401K retirement savings program from day 1
• Paid Parental Leave
• Stock options
• Health + wellness reimbursements
• PTO that increases each year
• 15 paid holidays, including your birthday!

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.

We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

The salary range for this role will be $25-$28/hour, DOE.