Parent Support Specialist - Customer Service
About OpenEd
At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country.
Our Culture (The Foundation of Everything We Do)
Culture at OpenEd is intentional. It’s defined by what we promote-and what we tolerate. Our latest eNPS (employee net promoter score) of 76 places OpenEd in the top .1% of technology companies. Our values aren't just words; they are non-negotiable principles that guide every decision:
Customer First - Obsessed with delivering value; we fight tirelessly for our learners and families.
Hard Choices, Easy Life - Face challenges directly, swiftly, and transparently.
I Did > We Should - Action over theory; bring experiments, not just opinions.
Learn Out Loud - Share your growth openly; feedback is a gift, ego is the enemy.
Prioritize Ruthlessly - Excellence in the few critical areas over mediocrity everywhere.
Fast AND World Class - Speed doesn’t compromise quality.
Strong Opinions, Weakly Held - Advocate passionately, adjust readily.
Make Others Famous - Elevate your colleagues, partners, and community.
We're currently accepting applications from those living in: AR, AZ, CO, FL, GA, ID, IN, IL, IO, KS, MA, MD, MN, MO, MT, NC, NM, NV, NY, OH, OK, OR, RI, SC, TN, TX, UT, VA, WA, WI, WV.
About the Role
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 navigating questions and organizing community events. Act swiftly and transparently to resolve concerns, prioritizing what matters most to our families. Communicate with professionalism and warmth, and continuously seek ways to elevate the experience for both families and teammates.
Essential Functions
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.
Use OpenEd's help ticketing system to efficiently triage and respond to parent requests.
Maintain accurate records of interactions with parents, document frequently asked questions, and update databases as needed.
Advise parents/guardians on building an education program schedule that fits the unique needs of their child.
Participate in Parent Support team meetings to collaborate on the best 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 with complex situations where necessitated.
Manage the intervention process to balance program requirements and assist with setting up families for success.
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.
About you:
You are an extremely detail-oriented, kind, personable, conversational, helpful, and highly organized individual with a patient disposition.
You have exceptional verbal and written communication skills and the aptitude to become a program expert.
You are comfortable engaging with families directly, problem-solving in real time, and continuously refining processes to enhance the customer experience.
You have a strong understanding that every child is unique and benefits from individualized learning and thrive in a fast-paced environment.
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, Sheet, etc.
Access to a smartphone, high-speed internet, computer, webcam, and headset.
Hands-on experience managing tickets or customer interactions in a CRM (HubSpot, Intercom, Zendesk, or similar) is a plus.
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.
EEO Statement
OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
OpenEd participates in E-Verify.