Customer Support Rep
New
T
Texas Sports AcademyEducation Sports
Fully remote, open globally., Standard U.S. business hours, Central TimeFull-TimeMiddle
Salary25 USD per hour
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Job Details
- Languages
- Excellent Written English; Bilingual (English/Spanish) preferred.
- Experience
- 2-3 years
- Required Skills
- Written communicationZendeskCustomer support
Requirements
- 2-3 years of experience in a Zendesk-based support role.
- Proficiency with Zendesk platform, macros, and triggers.
- Excellent written English communication skills.
- Background in customer or family-facing support handling inquiries at volume.
- Proven ability to exercise sound judgment under pressure.
- Comfort using AI tools to draft responses and improve efficiency.
- Highly organized and reliable with ticket tracking and follow-through.
- Availability for full-time work during standard U.S. Central Time business hours.
- Reliable internet connection and a dedicated quiet workspace.
- School or youth program support background is a plus.
- Bilingual English/Spanish is a plus.
- Zendesk Support Administrator or similar certifications are a plus.
Responsibilities
- Manage the parent support queue by resolving Zendesk tickets daily.
- Respond to inquiries regarding schedules, billing, academics, athletics, and campus logistics.
- Resolve issues end-to-end by coordinating with internal teams and keeping parents updated.
- Escalate complex issues to the appropriate personnel with necessary context.
- Maintain Zendesk organization by tagging tickets, updating macros, and identifying root causes of recurring issues.
- Communicate in a clear, warm, and professional manner consistent with the brand.
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