Provides first-line support to parents, students, and staff through email, chat, and phone. Troubleshoots student portal, registration, scheduling, and district platform issues; de-escalates concerns; tracks patterns in a ticketing CRM; escalates complex cases to school and IT leaders; and develops FAQ documentation. The role is fully remote and requires full-time availability aligned with U.S. school district hours.
About Burnham Wood Charter School District:
Burnham Wood Charter School District is an award-winning public charter school district dedicated to driving academic excellence and 100% higher education acceptance across our multi-campus framework. As we expand our internal digital operations and parent-facing communication channels, we are looking for a remote, deeply empathetic Customer Support Representative to serve as the vital link between our district infrastructure, school administrators, and our incredible community of parents and students.
If you are a former teacher looking to step out of the classroom but stay in education, or a seasoned customer service professional who prides themselves on turning a frustrated user into a happy brand advocate, we want to hear from you.
Nonetheless this position is open to any applicant with good customer support skills.
Note: This position is only open to both United States and Canada applicants who can work remotely or onsite.
What You'll Do (The Day-to-Day):
- Be the First Line of Support: Own incoming parent, student, and staff inquiries via email, live chat, and phone ticketing channels.
- Master the Tech Ecosystem: Guide parents and staff through issues relating to student portal logins, registration workflows, and district-wide platform updates.
- De-escalate with Grace: Act as a warm, professional, and reassuring presence for parents dealing with high-priority or time-sensitive registration and scheduling issues.
- Collaborate and Escalate: Meticulously track support patterns inside our ticketing CRM and coordinate directly with school campus principals and IT leads to resolve complex issues.
- Build the Playbook: Help us write and organize user-facing FAQ documentation to help families troubleshoot common technical and institutional issues independently.
Requirements:
- The Ultimate Communicator: You possess stellar written and verbal communication skills. You can explain complex institutional rules or tech issues clearly and concisely.
- Deeply Empathetic: You have experience handling challenging, emotionally charged human situations with patience and active listening.
- Tech-Savvy Adaptability: Comfortable navigating or learning helpdesk tools (e.g., Zendesk, Salesforce Service Cloud, or Freshdesk) and student information databases.
- Experience Context: 1+ years of experience in Customer Support, Customer Success, Helpdesk, or a background as a classroom Teacher/School Administrator making a career transition.
- Availability: Must be able to work full-time hours aligned with standard US school district operating windows.
Perks & Benefits:
- True Work-Life Balance: This is a 100% remote position where you truly "clock out" at the end of your shift.
- Mission-Driven Work: You are directly supporting an educational initiative that boasts a 100% graduation rate and opens college doors for thousands of students.
- Competitive Stability: Stable base salary with robust healthcare, vision, dental, and retirement benefits.
- Path to Growth: We are rapidly digitizing our operations. High-performing support reps will have immediate opportunities to pivot into Team Lead, Operations Management, or Customer Success leadership pathways.
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