Join ParentSquare as a Customer Support Manager, where you'll lead a team in enhancing customer communication processes and resolving escalated issues to improve family engagement in education.
Responsibilities: Manage a team to effectively resolve escalated customer issues, improve escalation processes, provide training, and analyze customer feedback for service enhancement.
Skills: Strong leadership in customer support, problem-solving ability, technical integration experience, and excellent communication skills are essential.
Qualifications: 3+ years leading a Customer Support team in SaaS, background in EDtech/SIS, and a track record in analyzing performance metrics is preferred.
Location: Fully remote position, with the company based in Santa Barbara, CA.
Compensation: $80000 - $120000 / Annually
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 20 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.
ParentSquare is looking for a Customer Support Manager (Escalations and Support Application) to join our Support team and lead our newly created Escalations and Support Application Team and play a vital role in scaling our escalation processes as well as developing strategies to prevent escalations whenever possible. You’re a proven leader who will lead a team of Support Application Specialists to focus on reducing escalation and solving complex tickets/customer issues in a timely and service-driven manner. You are someone who thrives in navigating the customer support escalation process with ease and resolution; never losing sight of the customer experience or service level. Working alongside the VP of Customer Support, you'll maintain a cohesive team that works efficiently together to answer front line support questions and to help the department achieve our goals.
You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide
As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
This role will have a salary between $80,000 and $120,000, DOE.
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The idea for ParentSquare was born in 2010 when Anu, a computer engineer, who had recently taken a sabbatical from work to be with her young school-age kids, experienced the difference in how connected she was with her kids’ life at school being a...
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