Note: The job is a remote job and is open to candidates in USA. Texas Sports Academy is a K-12 school for student-athletes combining rigorous academics with high-level athletic development. The Customer Support Rep will manage parent inquiries in Zendesk, answer questions, resolve issues end to end, escalate appropriately, and maintain a clean, well-organized support queue.
Responsibilities
- Own the Parent Support Queue: Work Zendesk tickets from parents every day. Respond quickly, resolve what you can directly, and route what you cannot
- Answer Parent Questions Clearly: Handle questions about schedules, billing, academics, athletics, campus logistics, and everything in between. Give parents clear, complete answers so they do not have to write back
- Resolve Issues End to End: When a parent has a problem, work it through. Loop in the right internal team, keep the parent updated, and close the loop when it is done
- Escalate the Right Things: Know what you can handle and what needs to go up. Get escalations to the right person quickly with the context they need to act
- Keep Zendesk Clean: Tag tickets properly, keep macros up to date, and flag patterns you see in the queue so we can fix the root cause
- Communicate Warmly and Professionally: Every message you send should read as clear, warm, and on-brand. No copy-paste responses that miss the point
Skills
- * 2-3 Years of Zendesk Support Experience: You have worked in a Zendesk-based support role for two to three years. You know the platform, macros, triggers, and how to run a clean queue
- * Excellent Written English: Your written English is clear, warm, and professional. Every parent-facing message reads well
- * Customer or Family-Facing Support Background: You have handled real customer or family inquiries at volume, including hard conversations, and kept the relationship intact
- * Judgment Under Pressure: You know how to read a message, figure out what is really being asked, and respond in a way that solves the problem without creating new ones
- * AI Forward: You are comfortable using AI tools to draft responses and speed up repetitive work
- * Organized and Reliable: You do not let tickets sit. You track open items, follow through, and keep parents in the loop even when the answer is not ready yet
- * Availability: Full-time coverage during standard U.S. business hours, Central Time
- * Location and Setup: Fully remote, open globally. Reliable internet and a quiet space you can work from. You do not need to be U.S.-based
- * School or Youth Program Support Background: You have handled support for a school, camp, club, or youth program where parents were a central part of the job
- * Bilingual (English/Spanish): You can communicate with Spanish-speaking families directly
- * Zendesk Certifications: You hold Zendesk Support Administrator or similar credentials
Benefits
- Fully remote, open globally
Company Overview