Remote Tier 2 EdTech Customer Support Specialist

ParentSquare User Group; United States; Remote; USD 52,000 - 80,000; Full time

Benefits offered by this job

Employer-matched 401K

Stock options

Health + wellness reimbursements

PTO increases yearly

15 paid holidays

Job summary

ParentSquare is a Santa Barbara-based, rapidly growing company delivering unified communications tools for schools, parents, and districts. We seek a Tier 2 Customer Support Agent who excels in high-touch, high-volume support, can troubleshoot complex issues, and mentor teammates.

You will work across email, chat, and phone, leveraging Zendesk and Jira, while maintaining up-to-date product knowledge and contributing to process improvements.

Qualifications

• 2+ years of customer support or technical support experience (EdTech, K-12, or SaaS preferred).
• Experience with ticketing systems (Zendesk and Jira) is a strong plus.
• Familiarity with technical integrations, data flows (SFTP, API), or Student Information Systems (SIS).
• Proven ability to handle high-volume tickets, live chats, and phone queues with attention to detail.
• Strong written and verbal communication with a warm, empathetic tone.

Responsibilities

• Answer incoming emails, live chats, and phone calls with a focus on Tier 2 escalations and complex troubleshooting.
• Resolve advanced product or service issues by clarifying needs and identifying root causes, ensuring follow-up for complete resolution.
• Use Zendesk Agent Co-Pilot and document interactions with accurate notes.
• File clean Jira issue templates to raise bugs or edge cases to engineering when needed.
• Monitor support queues across channels and step in to handle overflow as required.
• Maintain deep knowledge of all ParentSquare features to educate customers and help internal teams.
• Collect and report actionable customer feedback to Product, Customer Success, and leadership.
• Assist with internal docs, help articles, and testing for new features.

Skills

Empathy

Strong communication

Customer focus

Multitasking

Tools

Zendesk

Jira

SIS

API

Job description

ParentSquare is a Santa Barbara-based, rapidly growing company delivering unified communications tools for schools, parents, and districts. We seek a Tier 2 Customer Support Agent who excels in high-touch, high-volume support, can troubleshoot complex issues, and mentor teammates.

You will work across email, chat, and phone, leveraging Zendesk and Jira, while maintaining up-to-date product knowledge and contributing to process improvements.