Customer Support Rep

Full Time | $20/hour We're hiring Customer Support Representatives to help parents get the most out of our learning platform. You'll meet families over Google Meet, walk them through technical issues, and answer questions about our program and campuses. You'll talk with current parents who need a hand, and with prospective parents who want to learn more before they enroll. We need people who are clear, patient, and good with technology. Parents come to us at all hours, so this is the kind of role where calm problem-solving matters more than a script. We care more about how well you can help a frustrated parent than where you went to school or how many support jobs you've held. What You'll Do

• Help Parents Over Video: Meet families on Google Meet, listen to the problem, and walk them through a fix in plain language they can follow.
• Solve Technical Issues: Troubleshoot common platform and login problems, explain what went wrong, and get the parent back on track quickly.
• Support Prospective Families: Answer questions from parents who are considering the program, including questions about how it works and what our campuses offer.
• Help With Facility Questions: Point parents to the right information about our campuses and facilities and follow up when you need to find an answer.
• Cover Your Shift Reliably: Show up for your scheduled hours and be ready to take calls. We provide round-the-clock support, so coverage depends on people being there when they say they will.

• Keep Clear Records: Note what each parent needed and how you resolved it so the next person has the full picture.

• Fluent, Native English Speaker: You're a native English speaker and fully fluent. Parents should understand you easily on a video call, and you should understand them.
• Genuinely Tech Savvy: You're comfortable with software, browsers, logins, and common tech problems. When something breaks, you can figure it out and explain the fix to someone who isn't technical.
• Patient On Calls: You stay calm with frustrated or confused parents and keep the conversation moving toward a solution.
• A Solid Internet Connection: You have reliable, high-speed internet that can handle video calls without dropping or lagging. This is a hard requirement for the role.
• Location: Remote (U.S.). U.S. work authorization required.

• Customer Support Background: You've worked in a support, help desk, or call center role and know how to handle a queue.
• Comfortable On Camera: You're at ease talking to people over video and come across as warm and professional.
• Bilingual: You speak Spanish or another language in addition to English. Not required, but a real plus given the families we serve.
• Flexible Schedule: You can take overnight or weekend shifts, which helps us keep full coverage.