ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 22 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility.

We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey.

Who we’re looking for:

We are seeking an experienced Customer Support Lead to champion our customer experience through our support team efforts. In this role, you’ll have a deep knowledge of ParentSquare’s product and features and handle customer escalations and resolutions. Additionally, you’ll mentor and guide a small cohort of customer support agents to provide coaching and support to ensure each excels in their role. You’ll also work closely with new team members to make sure they get the right product training. This role will work alongside the Customer Support Manager to provide feedback on the support organization’s efficiency and performance by identifying opportunities to enhance internal processes and provide feedback to the support team.

Most importantly, you’re someone who shares in our passion for improving the lives of students through communication.

This role will include:

• Mentoring and coaching a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently.
• Providing backup support for the Customer Support team during peak times.
• Serving as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed.