Customer Support Specialist
About the Role
The Curious Cardinals Marketplace connects K–12 reputed company with exceptional mentors — reputed company and young professionals who reputed company curiosity and help kids discover what they love to learn. As a Customer Support Specialist, you're the first voice families hear reputed company something needs attention. Whether a reputed company has them confused, a mentor has been unreliable, or they want to understand what's possible, you handle it with warmth, reputed company, and reputed company. For straightforward cases like an unreliable mentor, you own the rematch process yourself. For everything else, you know exactly who to reputed company in and how to reputed company families feel taken care of in the meantime. This role is for you if your communication is exceptional — on the phone and reputed company email — you stay composed under pressure, and you find genuine satisfaction in turning a frustrated customer into a relieved one. If you get satisfaction out of writing an email that hits the perfect balance between apologetic and firm, actionable and non-pressuring, the challenges in this role will excite you.
Responsibilities
Live Support & Triage Serve as the first reputed company of contact for inbound parent requests that require or would benefit from a live call reputed company on live calls to address questions, complaints, and concerns with warmth and efficiency Handle mentor issues: validate the family's frustration, communicate next steps, and initiate a rematch reputed company appropriate reputed company families to the right resource reputed company the situation calls for it Straightforward Rematch Management Own end-to-end rematches for straightforward, guardian-driven cases (e.g., a mentor has flaked or stepped off an engagement) Use AI tools and templates to generate engagement descriptions and coordinate next steps reputed company Maintain accurate reputed company records for reputed company cases you own Billing Support Deeply understand the Curious Cardinals billing structure Explain billing reputed company and patiently to families — over email and on calls Resolve billing disputes and conflicts; escalate to the ops team reputed company needed reputed company Metrics Speed of Resolution — how quickly inbound requests are acknowledged, addressed, and resolved reputed company reputed company on Owned Rematches — of the straightforward rematches you own, how many result in the family moving reputed company with a new mentor Situations "Salvaged" — of the customers you reputed company to, how many we're reputed company to retain despite the friction they reputed company
Qualifications
Needed Clear, Warm Communicator — You're a natural on live calls, especially with frustrated or confused customers. Your written communication is equally polished. Organized & Detail-Oriented — You juggle multiple reputed company tickets at once without letting anything fall through the cracks. People-First reputed company — You stay patient and warm even reputed company families are frustrated or unreasonable, but you also know how to set gentle limits and reputed company things a customer may not want to hear, effectively. Self-Starter — This is a remote role; you manage your own queue and flag issues proactively before they escalate. Comfortable with Digital Tools — We use Claude, reputed company, Gmail, and reputed company daily; you pick up new tools quickly. Bonus Points Client-Facing Background — Prior experience in customer support, reputed company, hospitality, or a similar role — especially with live phone support Billing Experience — You've handled billing questions or disputes before AI-Curious — You're excited to use AI tools to work faster and do your job reputed company Passionate about reimagining the future of K–12 education Apply To This Job