Customer Support Lead - Mentoring SaaS Agents (Remote)

ParentSquare, Inc; Santa Barbara (CA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Employer-paid health insurance

401K with employer match

Paid Parental Leave

Stock options

Health + wellness reimbursements

PTO increases annually

15 paid holidays

Fully remote team

Job summary

ParentSquare is a rapidly growing Santa Barbara-based company dedicated to improving family engagement through unified communications tools used by schools and families. We are seeking a Customer Support Lead to champion our customer experience by guiding a small team, handling escalations, and ensuring each agent excels.

You’ll mentor agents, partner with the Customer Support Manager on training, and identify opportunities to improve internal processes while supporting our mission to empower

Qualifications

• High school diploma and at least 2 years of SaaS or software customer support experience.
• Experience with school communication tools, integration tools and/or SIS a plus.
• Excellent communication skill and attention to detail.
• Project management and ability to prioritize tasks in a fast moving dynamic environment.
• Prior experience in a managerial or lead role.
• Top-notch oral, written, and interpersonal abilities.
• Alignment with our company’s values.

Responsibilities

• Mentoring and coaching a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently.
• Providing backup support for the Customer Support team during peak times.
• Serving as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed.
• Providing feedback to the Customer Support Manager on training needed for agents and ideas for long-term strategic plans for the team.
• Providing feedback to the Customer Support Manager for 1:1 meetings with each agent.
• Managing/watching queues during designated shifts to ensure proper coverage in all live queues.
• Leading live coachings via zoom to provide support for agents on tickets.

Skills

Leadership

Communication

Coaching

Project management

SaaS experience

Education

High school diploma

Tools

Jira

Job description

ParentSquare is a rapidly growing Santa Barbara-based company dedicated to improving family engagement through unified communications tools used by schools and families. We are seeking a Customer Support Lead to champion our customer experience by guiding a small team, handling escalations, and ensuring each agent excels.

You’ll mentor agents, partner with the Customer Support Manager on training, and identify opportunities to improve internal processes while supporting our mission to empower