Note: The job is a remote job and is open to candidates in USA. ParentSquare provides unified communication tools that help schools and families engage and communicate more effectively. The Customer Support Lead will handle escalations, mentor and coach support agents, provide backup customer support, and collaborate with the Customer Support Manager to improve training, processes, coverage, and team performance.
Responsibilities
- Mentoring and coaching a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently
- Providing backup support for the Customer Support team during peak times
- Serving as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed
- Providing feedback to the Customer Support Manager on training needed for agents and ideas for long-term strategic plans for the team
- Providing feedback to the Customer Support Manager for 1:1 meetings with each agent
- Managing/watching queues during designated shifts to ensure proper coverage in all live queues
- Leading live coachings via zoom to provide support for agents on tickets
Skills
- * A high school diploma and at least 2 years of relevant Customer Support experience in a SaaS or software company environment
- * Excellent communication skill and attention to detail
- * Project management and ability to prioritize tasks in a fast moving dynamic environment
- * Prior experience in a managerial or lead role
- * Top-notch oral, written, and interpersonal abilities
- * Alignment with our company's values
- * Experience with school communication tools, integration tools and/or SIS a plus
Benefits
- Employer-paid health insurance (including dependent coverage)
- An employer-matched 401K retirement savings program from day 1
- Paid Parental Leave
- Stock options
- Health + wellness reimbursements
- PTO that increases each year
- 15 paid holidays, including your birthday
- Fully remote work arrangement
- All the tools and equipment you need to make your home office a place where you can thrive
Company Overview