Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Texas Sports Academy is seeking Customer Support Representatives to manage parent inquiries via Zendesk. This full-time role involves being the primary point of contact for families, addressing questions, resolving issues efficiently, and ensuring a positive customer experience with a warm and professional demeanor.

Responsibilities

• Manage and respond to parent support tickets in Zendesk daily.
• Quickly respond to inquiries, resolve issues directly, and escalate when necessary.
• Address questions regarding schedules, billing, academics, athletics, and campus logistics.
• Provide clear and comprehensive answers to parents.
• Manage and resolve issues from start to finish, involving internal teams as needed.
• Escalate appropriate issues to the correct personnel with necessary context.
• Maintain a clean Zendesk queue by properly tagging tickets and updating macros.
• Identify and flag patterns in support tickets to address root causes.
• Communicate with parents in a clear, warm, and professional manner, avoiding generic responses.
• Utilize AI tools to assist in drafting responses and improving efficiency.

Requirements

• 2-3 years of experience in a Zendesk support role.
• Proficiency with Zendesk platform, including macros and triggers.
• Excellent written English skills, demonstrating clarity, warmth, and professionalism.
• Experience in customer or family-facing support roles, handling high volumes of inquiries.
• Ability to manage difficult conversations while maintaining positive relationships.
• Strong judgment skills to understand underlying issues and provide effective solutions.
• Comfortable using AI tools for response drafting and task acceleration.
• Organized and reliable, ensuring timely ticket resolution and follow-through.
• Ability to keep parents informed even when solutions are pending.
• Must be available for full-time coverage during standard U.S. business hours, Central Time.
• Must have reliable internet and a quiet workspace.
• Experience supporting a school, camp, club, or youth program is a plus.
• Bilingual in English and Spanish is a plus.
• Zendesk certifications (e.g., Support Administrator) are a plus.

Skills

• Zendesk
• Customer Support
• Written Communication
• Problem Solving
• Time Management
• AI Tools
• Organization
• Professionalism
• Bilingual (English/Spanish)

Location

• Remote (Global)

Work Type

• Full-time
• Remote

Experience Level

• 2-3 years

Salary/Compensations

• $25/hour

About the Company

• Texas Sports Academy is a K-12 school dedicated to student-athletes seeking elite academics and high-level athletic development.
• The school utilizes a 2-Hour Learning model, allowing students to cover material efficiently.
• Students train in the afternoons with former professional and D1 athletes.