Parent Support Specialist - Customer Service

As a Parent Support Specialist I, you'll provide exceptional support to OpenEd families through every step of the program - from enrollment and reimbursements to navigating questions and organizing community events. Act swiftly and transparently to resolve concerns, prioritizing what matters most to our families. Communicate with professionalism and warmth, and continuously seek ways to elevate the experience for both families and teammates.

- 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.

- You are an extremely detail-oriented, kind, personable, conversational, helpful, and highly organized individual with a patient disposition.

- You have exceptional verbal and written communication skills and the aptitude to become a program expert.

- You are comfortable engaging with families directly, problem-solving in real time, and continuously refining processes to enhance the customer experience.

- You have a strong understanding that every child is unique and benefits from individualized learning and thrive in a fast-paced environment.

- 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.

- Hands-on experience managing tickets or customer interactions in a CRM (HubSpot, Intercom, Zendesk, or similar) is a plus.

- 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.

OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

OpenEd participates in E-Verify.