Remote Tier 2 Tech Support - EdTech & SaaS Escalations

ParentSquare, Inc; Santa Barbara (CA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401K retirement savings

Parental Leave

Stock options

Wellness reimbursements

Paid time off

Paid holidays

Job summary

ParentSquare, Inc. is seeking a Tier 2 Customer Support Agent for our Santa Barbara-based team, now fully remote. You will handle escalations via email, chat, and phone, leveraging Zendesk Agent Co-Pilot and Jira to resolve complex issues while maintaining an exceptional customer experience.

You will stay updated on all features and best practices, mentor teammates, and contribute to knowledge bases and product testing for new releases.

Qualifications

• 2+ years of customer or technical support experience, preferably EdTech, K-12, or SaaS.
• Strong written and verbal communication with a warm, empathetic tone.
• Experience with ticketing systems and handling high-volume queues.

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.
• Use Zendesk Agent Co-Pilot and document interactions with detailed notes.
• Create Jira issue templates to escalate bugs or edge cases to engineering.
• Monitor support queues and cover overflow as needed.
• Maintain deep knowledge of all ParentSquare features to educate customers and internal teams.
• Gather and share actionable customer feedback with Product, Success, and leadership.
• Contribute to internal docs, help articles, and test new features.

Skills

Customer support

Zendesk

Jira

Communication

Empathy

Tools

Zendesk

Jira

Job description

ParentSquare, Inc. is seeking a Tier 2 Customer Support Agent for our Santa Barbara-based team, now fully remote. You will handle escalations via email, chat, and phone, leveraging Zendesk Agent Co-Pilot and Jira to resolve complex issues while maintaining an exceptional customer experience.

You will stay updated on all features and best practices, mentor teammates, and contribute to knowledge bases and product testing for new releases.