Customer Support Lead

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $27 - $30 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ParentSquare

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

ParentSquare is a unified, AI-enhanced communication platform purpose-built for K–12 schools and districts. It centralizes mass notifications, classroom and one-to-one messaging, forms and permission slips, attendance tools, school websites, secure document delivery, payments, and analytics to streamline engagement between educators, families, and staff. The platform emphasizes two-way translation, SIS integrations, data privacy, and easy onboarding, and is delivered as a software service used by districts and schools to improve family engagement and operational workflows.

📋 Description

• Mentor and coach a cohort of support agents to ensure tickets, calls, and chats are handled quickly and efficiently • Provide backup support for the Customer Support team during peak times • Serve as an escalation point for red clients, Jira escalations, and tier 2 tickets as needed • Provide feedback to the Customer Support Manager on agent training needs and long-term strategic plans • Provide feedback to the Customer Support Manager for 1:1 meetings with each agent • Manage/watch queues during designated shifts to ensure proper coverage in all live queues • Lead live coachings via Zoom to support agents on tickets • Handle customer escalations and resolutions • Work closely with new team members on product training • Identify opportunities to enhance internal support processes and provide feedback to the support team

🎯 Requirements

• A high school diploma • At least 2 years of relevant Customer Support experience in a SaaS or software company environment • Experience with school communication tools, integration tools and/or SIS a plus • Excellent communication skill and attention to detail • Project management and ability to prioritize tasks in a fast moving dynamic environment • Prior experience in a managerial or lead role • Top-notch oral, written, and interpersonal abilities • Alignment with the company's values

🏖️ Benefits

• Employer-paid health insurance (including dependent coverage) • An employer-matched 401K retirement savings program from day 1 • Paid Parental Leave • Stock options • Health + wellness reimbursements • PTO that increases each year • 15 paid holidays, including your birthday • Fully remote work • Tools and equipment for a home office