Parent Support Specialist - Customer Service

OpenEd.co is a company dedicated to providing customized educational resources for families. They are seeking a Parent Support Specialist to offer exceptional support to families through various communication channels, ensuring a smooth experience from enrollment to ongoing assistance.

Responsibilities:

• Provide direct and immediate support to parents via phone, text, email, online chats, video conferences, and social media community forums through answering questions about their child’s educational program
• Use OpenEd's help ticketing system to efficiently triage and respond to parent requests
• Maintain accurate records of interactions with parents, document frequently asked questions, and update databases as needed
• Advise parents/guardians on building an education program schedule that fits the unique needs of their child
• Participate in Parent Support team meetings to collaborate on the best ways to serve OpenEd families
• Coordinate with team members to provide consistent, up to date, information across all channels
• Liaise with team leads and partner schools with complex situations where necessitated
• Manage the intervention process to balance program requirements and assist with setting up families for success
• Administer or assist with daily Q&A sessions, or Parent Information Sessions, as assigned
• Plan or assist with community events, as assigned
• Proactively identify parent issues and develop strategic solutions

Requirements:

• Commitment to maintaining flexible availability during traditional business hours in the Pacific Time Zone
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc
• Access to a smartphone, high-speed internet, computer, webcam, and headset
• Associate's degree from an accredited college or university; or related advanced learning experiences
• 1-3 years of customer service experience, account management, or marketing
• Must be eligible to work in the U.S
• Hands-on experience managing tickets or customer interactions in a CRM (HubSpot, Intercom, Zendesk, or similar)