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.
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: 1-3+ years of experience in Customer Support, Customer Success, Helpdesk, or—highly preferred—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.
Similar Jobs
Insurance • Financial Services
Provides bilingual Spanish-English customer support through phone, email, and written correspondence. Resolves inquiries accurately, handles escalations, meets quality and service-level metrics, and contributes to department initiatives. The role requires strong communication, listening, problem-solving, computer, and customer service skills, along with schedule flexibility, shift work, and occasional overtime. This is a remote, Monday-through-Friday position.
Top Skills:
ExcelMicrosoft Office SuiteMicrosoft OutlookMicrosoft Word
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Provides remote customer service to policyholders and agents regarding personal lines insurance products. Resolves policy-related issues within scope, escalates complex matters, and identifies customer needs to support satisfaction, retention, and business growth. Requires paid full-time training, weekend rotation, dependable wired internet, and an active Property and Casualty Producers insurance license.
Top Skills:
Wired Internet Connectivity
Artificial Intelligence • Fintech • Insurance • Marketing Tech • Software • Analytics
Provides inbound phone and email support for commercial audits and involuntary workers’ compensation policies. Responds to policyholder, agent, partner, and third-party inquiries; researches issues; explains audit and policy information; routes requests; documents interactions; coordinates with internal departments; and identifies process improvements. The role is metric-driven, requires schedule flexibility and reliable attendance, and includes cross-training across departments.
Top Skills:
MS Office
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
