Note: The job is a remote job and is open to candidates in USA. OpenEd provides customized education and resources to learners and families across the country. The Parent Support Specialist I provides direct support to families throughout enrollment, reimbursements, educational program planning, and community events while resolving concerns and improving the customer experience.

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

Skills

• • 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) is a plus

Benefits

• Remote work

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