Customer Support Manager (Escalations and Support Application) - Remote

Overview

ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Our mission is to give schools the power to incredibly enhance family engagement for all students.

In Short

• Manage and lead the support application team to resolve escalated customer issues.
• Act as the primary point of contact for customers in escalated situations.
• Continuously refine and improve the escalation process.
• Collect and analyze customer feedback to identify trends.
• Provide training and support to the customer support team.
• Work cross-functionally to develop a plan for SIS migrations.

Requirements

• 3+ years of experience leading a Customer Support team within a SaaS environment.
• Previous EDtech and/or SIS experience a strong plus.
• A proven track record of experience with technical integrations (SFTP, API, etc).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.
• Multitask with excellent attention to detail.
• Quick learner, tech-savvy, and a desire to learn in a dynamic startup environment.
• Project management and ability to prioritize tasks.
• Prior experience in analyzing metrics to evaluate team performance.

Benefits

• Employer-paid health insurance (including dependent coverage).
• Employer-match 401K retirement savings program from day 1 of employment.
• Stock options.
• Paid Family Leave.
• Health + wellness reimbursements.
• Generous PTO.
• 15 paid holidays, including your birthday!