Customer Support Lead
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Job Description
Customer Support Lead guiding agents, resolving escalations, and improving support operations for ParentSquare’s school communication platform. Fully remote role supporting tools used by schools, educators, and families.
Responsibilities:
- Mentor and coach a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently
- Provide backup support for the Customer Support team during peak times
- Serve as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed
- Provide feedback to the Customer Support Manager on agent training needs and long-term strategic plans
- Provide feedback to the Customer Support Manager for 1:1 meetings with each agent
- Manage/watch queues during designated shifts to ensure proper coverage in all live queues
- Lead live coachings via Zoom to support agents on tickets
- Handle customer escalations and resolutions
- Work closely with new team members on product training
- Identify opportunities to enhance internal support processes and provide feedback to the support team
Requirements:
- A high school diploma
- At least 2 years of relevant Customer Support experience in a SaaS or software company environment
- Experience with school communication tools, integration tools and/or SIS a plus
- 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 the company's values
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
- Tools and equipment for a home office
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