HR Customer Care Coordinator

SmartRecruiters, Inc.; Houston (TX); Hybrid; USD 57,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

Paid time off

Paid family leave

FSA/HSA

Employee assistance programs

Job summary

KIPP Texas Public Schools is seeking an HR Customer Care Coordinator to support HR operations, onboarding, benefits, I-9 compliance, and confidential employee records. You will triage high-volume requests, route to the right HR teams, and respond with approved templates, ensuring timely resolution.

The role requires strong communication, attention to detail, and the ability to work in a fast-paced educational environment.

Qualifications

• Demonstrate a minimum of 1 year of experience in a high-volume, fast-paced HR or customer service environment.
• Experience working in a K-12 school district or public sector environment
• Experience with HRIS systems and help desk/ticketing platforms
• Bachelor’s degree preferred in Human Resources, Business Administration, or a related field (relevant experience may be substituted for education)

Responsibilities

• Monitor and manage a high-volume HR help desk ticketing system.
• Triage incoming requests and route tickets to the appropriate HR personnel or department.
• Respond to routine inquiries using approved templates and knowledge base resources.
• Ensure timely resolution and follow-up on all assigned tickets.
• Track and maintain accurate records of ticket status and outcomes.
• Identify trends and recurring issues to inform process improvements.
• Serve as the primary point of contact for HR-related inquiries from employees, leaders, and applicants.
• Deliver clear, professional, and timely communication.
• Escalate complex or sensitive matters appropriately.

Skills

High-volume HR

Customer service

Communication skills

Problem solving

Confidentiality

Education

Bachelor’s degree preferred

Tools

Help desk software

Ticketing platforms

Job description

• Department: Regional Support and Leadership
• Compensation: USD 57,000 - USD 65,000 - yearly

Company Description

About KIPP Texas Public Schools

KIPP Texas Public Schools is a free, public charter school network with more than 45 Pre-K - 12 schools across Austin, Dallas-Fort Worth, Houston, and San Antonio. With over 30 years in Texas, we work together with our families and communities to prepare students for college, career, and beyond! Our schools provide a high-quality, well-rounded education built on academic success and personal growth, where all students learn and thrive in a productive, safe, and joyful way!

As one of the earliest charter networks in Texas—founded in Houston in 1994 and operating as KIPP Texas since 2018, we hire dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join a Team and Family with an unwavering commitment to creating classrooms, offices, and communities rooted in academic success and joy. If you are passionate about joining a mission-driven community that wants every child to "run to school," the KIPP Texas Team and Family is for you!

KIPP Public Schools is a national network of public charter schools that prepares students with the skills and confidence to create the future they want for themselves, their communities, and us all. We are a network of 278 schools with nearly 16,500 educators and 190,000 students and alumni.

Job Description

The HR Customer Care Coordinator is a critical member of the Human Resources team within a school district, serving as the front line for employee support and HR operations. This role is responsible for triaging a high volume of help desk tickets, routing inquiries to the appropriate HR team members, and resolving routine requests using standardized, templated responses.

In addition to ticket management, this position supports essential HR processes including new hire onboarding, benefits enrollment approvals, I-9 facilitation, and employee documentation review. The ideal candidate thrives in a fast-paced environment, adapts quickly to changing priorities, and consistently delivers exceptional customer service while maintaining strict confidentiality.

ROLE RESPONSIBILITIES:

Monitor and manage a high-volume HR help desk ticketing system.

Triage incoming requests, assess urgency, and route tickets to the appropriate HR personnel or department.

Respond to routine inquiries using approved templates and knowledge base resources.

Ensure timely resolution and follow-up on all assigned tickets.

Track and maintain accurate records of ticket status and outcomes.

Identify trends and recurring issues to inform process improvements.

Serve as the primary point of contact for HR-related inquiries from employees, leaders, and applicants.

Deliver clear, professional, and timely communication.

Provide a high level of customer service with a focus on responsiveness and accuracy.

Escalate complex or sensitive matters appropriately.

Onboarding & HR Operations Support

Assist with new hire onboarding processes, including:

Benefits enrollment setup and approval

I-9 facilitation and compliance tracking

Review of new hire documentation to ensure completeness and accuracy

Process service record requests in a timely and compliant manner.

Support general HR administrative functions and special projects as needed.

Support routine leave administration, including:

Entering leave of absence information in the HRIS

Maintaining the leave of absence tracker, including leave and anticipated return dates

Compliance & Confidentiality

Handle sensitive employee information with the highest level of confidentiality.

Adhere to all district policies, procedures, and legal requirements.

Maintain accurate and compliant employee records.

Uphold strict ethical standards; breaches of confidentiality are not tolerated.

Qualifications

QUALIFICATIONS:

Demonstrate a minimum of 1 year of experience in a high-volume, fast-paced HR or customer service environment

Experience working in a K-12 school district or public sector environment

Experience with HRIS systems and help desk/ticketing platforms

Bachelor’s degree preferred in Human Resources, Business Administration, or a related field (relevant experience may be substituted for education)

COMPETENCY AND SKILLS:

Deep commitment to KIPP Texas’s mission, values, and Team & Family culture

Strategic thinker with strong analytical and problem-solving skills

Strong leadership and people development capabilities

High level of attention to detail and commitment to accuracy and compliance

Ability to prioritize, track, and complete daily tasks accurately and on time in a fast-paced environment

Excellent communication skills, with the ability to make complex information accessible to diverse audiences

Work cooperatively across teams and regions to support shared operational goals

Adjust workflows quickly when priorities, schedules, or team demands shift

Handle sensitive employee information with strict confidentiality, professionalism, and high ethical standards

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The person in this position needs to be able to move about inside and outside the school throughout the workday.

The candidate is expected to attend conferences, meetings and training sessions both virtually and in person within the Region.

Additional Requirements:

Reliable transportation is needed for travel between campuses

Ability to maintain emotional control under stress.

Work with frequent interruptions.

Hybrid work - Reports to the central office or schools three days a week.

May require extended hours during peak hiring or onboarding periods

Travel Requirements:

Minimal travel: May travel to other school sites or regional offices for professional learning, meetings and other work related activities.

Additional Information

What We Bring to the Table:

Comprehensive medical, dental, and vision plans with coverage options for employees and their families.

Competitive vacation and flexible paid time off (PTO) policies.

Paid family leave.

Flexible spending account or high-yield HSA.

Employee assistance programs.

KIPP also offers the following employee-paid benefits: legal plans, LifeLock identity protection, life insurance and disability insurance.

EEO:

KIPP Texas is an Equal Opportunity Employer. KIPP Texas ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation, or disability. Any individual needing assistance in making an application for any opening should contact the Talent Team.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job duties. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.