Remote Customer Support Lead | SaaS & Education Tech

TrulyHired; United States; On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Employer-paid health insurance

Employer-matched 401K from day 1

Paid Parental Leave

Stock options

Health + wellness reimbursements

PTO increasing each year

15 paid holidays

Job summary

ParentSquare, a Santa Barbara‑based SaaS company, is seeking an experienced Customer Support Lead to champion customer experience, handle escalations, and mentor a small team of support agents. You will work with the Customer Support Manager to improve processes and training.

You’ll lead coaching sessions, manage queues across shifts, and provide feedback for ongoing development. The ideal candidate has 2+ years in SaaS customer support, leadership experience, and excellent communication.

Qualifications

• High school diploma and at least 2 years in SaaS/customer support.
• Experience with school communication tools, integration tools or SIS is a plus.
• Excellent communication and attention to detail.
• Strong project management and prioritization in a fast-moving environment.
• Prior managerial or lead experience.
• Top-notch oral, written, and interpersonal abilities.
• Alignment with our company values.

Responsibilities

• Mentor and coach a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently.
• Provide backup support for the Customer Support team during peak times.
• Serve as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed.
• Provide feedback to the Customer Support Manager on training needs and long-term team plans.
• Provide feedback to the Customer Support Manager for 1:1 meetings with each agent.
• Manage/monitor queues during designated shifts to ensure coverage in live queues.
• Lead live coaching via Zoom to support agents on tickets.

Job description

ParentSquare, a Santa Barbara‑based SaaS company, is seeking an experienced Customer Support Lead to champion customer experience, handle escalations, and mentor a small team of support agents. You will work with the Customer Support Manager to improve processes and training.

You’ll lead coaching sessions, manage queues across shifts, and provide feedback for ongoing development. The ideal candidate has 2+ years in SaaS customer support, leadership experience, and excellent communication.