Remote SaaS Customer Support Lead | Escalations & Coaching

ParentSquare User Group; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Employer-matched 401K from day 1

Stock options

Health + wellness reimbursements

PTO increases yearly

15 paid holidays

Job summary

ParentSquare, a Santa Barbara-based company, is seeking a Customer Support Lead to champion customer experience across our support team. You’ll mentor agents, handle escalations, and work with the Customer Support Manager to improve processes while ensuring top-tier service for schools, parents, and districts.

We value educators and families, offer a remote work setup, and provide training to grow within a dynamic SaaS environment that serves millions of students and schools nationwide.

Qualifications

• High school diploma required.
• 2+ years of customer support experience in SaaS or software environment.
• Strong communication and attention to detail required.
• Experience leading or supervising a team is a plus.

Responsibilities

• Mentor and coach a cohort of support agents to ensure timely handling of tickets, calls, and chats.
• Provide backup support for the Customer Support team during peak times.
• Serve as escalation point for high-priority clients and level-2 tickets.
• Provide feedback to the Customer Support Manager on training needs and strategic plans.
• Suggest and participate in 1:1 meetings with each agent to support development.
• Monitor queues and ensure coverage across live queues during shifts.
• Lead live coaching sessions via Zoom to support agents.

Skills

Communication

Project management

Leadership

Interpersonal skills

Education

High school diploma

Job description

ParentSquare, a Santa Barbara-based company, is seeking a Customer Support Lead to champion customer experience across our support team. You’ll mentor agents, handle escalations, and work with the Customer Support Manager to improve processes while ensuring top-tier service for schools, parents, and districts.

We value educators and families, offer a remote work setup, and provide training to grow within a dynamic SaaS environment that serves millions of students and schools nationwide.