Remote Customer Support Lead — SaaS Escalations & Coaching

ParentSquare, Inc.; Northern (KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Employer-matched 401K

Stock options

Health + wellness reimbursements

PTO that increases each year

15 paid holidays

Job summary

ParentSquare, Inc. is seeking a Customer Support Lead to champion our customer experience across our SaaS offerings. You will mentor a small cohort of agents, handle escalations, and collaborate with the Customer Support Manager to refine support processes.

You will also train new team members, ensure timely resolution of tickets, calls, and chats, and contribute to shaping the long-term support strategy while aligning with our values of service, equity, and accessibility.

Qualifications

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

Responsibilities

• Mentor and coach a cohort of support agents to handle tickets, calls, and chats quickly and efficiently.
• Provide backup support for the Customer Support team during peak times.
• Escalate issues for red clients, Jira escalations, and Tier 2 tickets as needed.
• Provide training feedback and ideas for long-term strategic plans for the team.
• Offer 1:1 feedback to each agent and support ongoing coaching.
• Manage queues and coverage across live support channels.
• Lead live coaching sessions via Zoom to assist agents on tickets.

Skills

Customer Support

Leadership

Prioritization

Communication

Education

High school diploma

Tools

SIS

Job description

ParentSquare, Inc. is seeking a Customer Support Lead to champion our customer experience across our SaaS offerings. You will mentor a small cohort of agents, handle escalations, and collaborate with the Customer Support Manager to refine support processes.

You will also train new team members, ensure timely resolution of tickets, calls, and chats, and contribute to shaping the long-term support strategy while aligning with our values of service, equity, and accessibility.