Parent Support Specialist

OpenEd

3d•$20 - $25

About The Position

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 answering questions and organizing community events. You’ll act swiftly and transparently to resolve concerns, prioritize family needs, communicate with professionalism and warmth, and seek ways to elevate the experience for families and teammates. The role requires direct engagement with families, real-time problem-solving, attention to detail, patience, strong organization, and comfort working in a fast-paced environment. The position is open to applicants living in the states listed in the posting.

Requirements

Commitment to maintaining flexible availability during traditional business hours in the Pacific Time Zone.
Familiarity with Google products such as Gmail, Calendar, Docs, Forms, and Sheets.
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.
Extremely detail-oriented, kind, personable, conversational, helpful, and highly organized, with a patient disposition.
Exceptional verbal and written communication skills and aptitude to become a program expert.
Comfort engaging directly with families, problem-solving in real time, and refining processes to enhance the customer experience.
Strong understanding that every child is unique and benefits from individualized learning, and ability to thrive in a fast-paced environment.

Nice To Haves

Hands-on experience managing tickets or customer interactions in a CRM such as HubSpot, Intercom, Zendesk, or similar.

Responsibilities

Provide direct and immediate support to parents via phone, text, email, online chats, video conferences, and social media community forums by answering questions about their child’s educational program.
Use OpenEd's help ticketing system to triage and respond to parent requests efficiently.
Maintain accurate records of parent interactions, document frequently asked questions, and update databases as needed.
Advise parents and guardians on building an education program schedule that fits their child’s unique needs.
Participate in Parent Support team meetings and collaborate on 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 on complex situations when necessary.
Manage the intervention process to balance program requirements and help families succeed.
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.