Customer Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and manage the parent support queue in Zendesk on a daily basis

• Address parent questions regarding schedules, billing, academics, athletics, campus logistics, and other related subjects

• Resolve parent concerns comprehensively, collaborating with internal teams while keeping parents informed

• Escalate issues to the relevant individual with all necessary context

• Properly tag Zendesk tickets and maintain macros

• Identify support trends and highlight root-cause problems

• Communicate in a clear, warm, professional, and brand-consistent manner

• Act as the primary point of contact for families at Texas Sports Academy, a K-12 institution for dedicated student-athletes

⛳️ Requirements

• 2–3 years of experience in Zendesk support, including familiarity with macros, triggers, and queue management

• Exceptional written English skills

• Experience in customer- or family-facing support roles managing high volumes of inquiries and challenging conversations

• Ability to interpret requests and resolve issues judiciously without introducing new complications

• Proficiency in using AI tools to draft responses and streamline repetitive tasks

• Organized and dependable; capable of tracking outstanding items, following up, and updating parents

• Availability for full-time work during standard U.S. business hours, Central Time

• Fully remote position, open to applicants globally; U.S. residency not required

• Access to reliable internet and a quiet workspace

• Background in school or youth program support is advantageous

• Bilingual ability in English and Spanish is a plus

• Certification as a Zendesk Support Administrator or similar is a bonus

🏝️ Benefits

• Compensation of $25/hour

• Opportunity for fully remote work

• Reliable internet and a quiet workspace are provided/required for remote work