Parent Support Specialist

Company Overview:

OpenEd (formerly My Tech High) is a leading provider of personalized K-12 educational programs, partnered with innovative public school districts to offer tuition-free, flexible learning plans. We empower students and families to tailor their educational experiences, celebrating individuality and fostering lifelong learning through customizable options. Our mission is to ignite the passion and curiosity within young people, helping them achieve their full potential.

Are you an organized, detail-oriented person interested in a flexible, remote work opportunity within the Mountain Time Zone? We're accepting applications from those currently living in: AZ, CA, CO, FL, GA, ID, IN, MA, MD, NM, NV, NY, OK, OR, RI, SC, TN, TX, UT, VA, WA.

Position Overview:

Support OpenEd families with program enrollment, reimbursements, general questions, and organizing community events. Communicate with families in a professional, friendly, and timely manner.

Key Responsibilities:

• Use OpenEd's help ticketing system to efficiently triage and respond to parent requests.
• Advise parents on building an education program schedule that fits the unique needs of their child.
• 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 (in-depth training will be provided).
• Coordinate with team members to provide consistent information across all communication channels.
• Maintain accurate records of interactions with parents, document frequently asked questions, and update databases as needed.
• Participate in Parent Support team meetings to collaborate on the best ways to serve OpenEd families.
• Liaise with team leads and partner schools to respond to complex situations.
• Balance program requirements while setting up families for success.
• Proactively identify parent issues and develop strategic solutions.
• Perform other duties as assigned.

Qualifications:

• Minimum Associate Degree from an accredited college; or alternative learning experiences
• 3 to 4 years of customer service experience
• Proven experience in customer service, customer experience, account management, or marketing.
• Prior experience with a help center ticketing system is preferred, with a preference for candidates who have hands-on experience with Zendesk.
• Ability to handle sensitive information with confidentiality and discretion
• Excellent verbal and written communication skills; detail-oriented
• Ability to work independently with minimal supervision
• Commitment to working 8-4 or 9-5 in the Mountain Time Zone, 40 hours per week.
• Must have access to a smartphone, high-speed internet, computer, webcam, and headset (technology subsidy will be provided)
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheets, etc.
• Must be eligible to work in the U.S.

Company Benefits:

• Competitive Wage of $20.00 - $26.00 per hour
• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.
• Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours.
• Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.
• Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.

Ready to Join Our Team? If you’re passionate about helping us deliver personalized learning approaches and thrive in a collaborative, team-oriented environment, we want to hear from you! Please submit your resume by clicking the Apply for this job button.

EEO Statement

OpenEd is committed to providing a workplace free from discrimination or harassment. We expect every member of the OpenEd team to do their part to cultivate and maintain an environment where everyone has the opportunity to feel included, and is afforded the respect and dignity they deserve.

We are committed to providing equal employment opportunities to all employees and applicants for employment, and prohibit discrimination and harassment of any type on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.