Customer Support Rep

This organization operates a K-12 school designed for dedicated student-athletes seeking rigorous academics alongside advanced athletic development. The program uses an accelerated learning model that covers twice the material in two hours each day, allowing students to dedicate their afternoons to high-level training supervised by former professional and Division 1 athletes.

About the role

The Customer Support Rep serves as the primary point of contact for families, managing inquiries through Zendesk. This role ensures parents receive clear, timely responses and thorough issue resolution while maintaining a professional and supportive communication style. The position is essential for building positive family relationships and maintaining efficient support operations.

Responsibilities

• Manage the parent support queue in Zendesk, responding promptly and routing issues as needed.
• Provide clear and complete answers to questions regarding schedules, billing, academics, athletics, and campus logistics.
• Resolve problems thoroughly by coordinating with internal teams and keeping parents informed through closure.
• Escalate issues appropriately with all necessary context.
• Maintain Zendesk organization by tagging tickets, updating macros, and identifying recurring issues.
• Communicate warmly and professionally in all parent interactions.

Requirements

• 2–3 years of experience in a Zendesk-based support role, including knowledge of macros and triggers.
• Excellent written English with clear, warm, and professional communication.
• Background in customer- or family-facing support, with the ability to handle high-volume inquiries and sensitive conversations.
• Strong judgment under pressure and the ability to understand and address underlying concerns effectively.
• Comfortable using AI tools to assist with drafting responses and managing repetitive tasks.
• Highly organized and reliable, with strong follow-through and proactive communication.
• Availability to work full-time during U.S. Central Time business hours.
• Fully remote setup with reliable internet and a quiet workspace; location is open globally.

Preferred Qualifications

• Experience supporting schools or youth programs.
• Bilingual English/Spanish skills.
• Zendesk Support Administrator certification.

Pay

$25 per hour