Customer Support Rep

Job Description

Job Description

Texas Sports Academy is a K-12 school designed for serious student-athletes who want both elite academics and high-level athletic development. Students cover 2x the material in just 2 hours a day, using the same 2-Hour Learning model as Alpha Schools. That frees up their entire afternoon for serious training, where they work alongside former pro and D1 athletes coaching them at the highest standard.

We are hiring Customer Support Reps to handle parent inquiries in Zendesk full-time. You are the first line of response for families: answering questions clearly, resolving issues quickly, and making sure every parent walks away feeling taken care of. You own your queue, you know the answer or know exactly where to find it, and you keep the tone warm and professional every single time.

What You'll Do

• Own the Parent Support Queue: Work Zendesk tickets from parents every day. Respond quickly, resolve what you can directly, and route what you cannot.
• Answer Parent Questions Clearly: Handle questions about schedules, billing, academics, athletics, campus logistics, and everything in between. Give parents clear, complete answers so they do not have to write back.
• Resolve Issues End to End: When a parent has a problem, work it through. Loop in the right internal team, keep the parent updated, and close the loop when it is done.
• Escalate the Right Things: Know what you can handle and what needs to go up. Get escalations to the right person quickly with the context they need to act.
• Keep Zendesk Clean: Tag tickets properly, keep macros up to date, and flag patterns you see in the queue so we can fix the root cause.
• Communicate Warmly and Professionally: Every message you send should read as clear, warm, and on-brand. No copy-paste responses that miss the point.

Requirements

• 2-3 Years of Zendesk Support Experience: You have worked in a Zendesk-based support role for two to three years. You know the platform, macros, triggers, and how to run a clean queue.
• Excellent Written English: Your written English is clear, warm, and professional. Every parent-facing message reads well.
• Customer or Family-Facing Support Background: You have handled real customer or family inquiries at volume, including hard conversations, and kept the relationship intact.
• Judgment Under Pressure: You know how to read a message, figure out what is really being asked, and respond in a way that solves the problem without creating new ones.
• AI Forward: You are comfortable using AI tools to draft responses and speed up repetitive work.
• Organized and Reliable: You do not let tickets sit. You track open items, follow through, and keep parents in the loop even when the answer is not ready yet.
• Availability: Full-time coverage during standard U.S. business hours, Central Time.
• Location and Setup: Fully remote, open globally. Reliable internet and a quiet space you can work from. You do not need to be U.S.-based.

Bonus Points

• School or Youth Program Support Background: You have handled support for a school, camp, club, or youth program where parents were a central part of the job.
• Bilingual (English/Spanish): You can communicate with Spanish-speaking families directly.
• Zendesk Certifications: You hold Zendesk Support Administrator or similar credentials.

Benefits

Pay: $25/hour