SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
ParentSquare is a rapidly growing edtech company transforming school-family communication. The company serves over 22 million students through its flagship products ParentSquare and RemindHub, offering unified communications tools including forms, sign-ups, payments, RSVPs, direct messaging, language translations, and chat. Remind Chat, the free product, reaches over 80% of K-12 students. The company recently launched SmartSites, providing state-of-the-art websites for school districts.
As Customer Support Lead, you will champion customer experience by managing a small cohort of support agents. Key responsibilities include mentoring and coaching support agents to ensure tickets, calls, and chats are handled quickly and efficiently. You'll serve as an escalation point for high-priority clients, Jira escalations, and tier-2 tickets. During peak times, you'll provide backup support to the broader customer support team.
You'll work closely with the Customer Support Manager to identify process improvements and enhance team efficiency. This includes providing feedback on training needs for agents, contributing to long-term strategic planning for the support organization, and offering insights for 1:1 manager meetings with each agent. You'll also manage queue coverage during designated shifts to ensure proper staffing levels.
The ideal candidate has deep product knowledge of ParentSquare's features and a passion for improving student outcomes through effective school-family communication. You'll combine hands-on support expertise with leadership capability, able to guide newer team members through product training while handling complex customer issues.
