Who we are

ParentSquare is a rapidly growing Santa Barbara-based company that’s changing the way schools and parents communicate every day. Sound simple? We strive to keep it that way! Our mission is to give schools the power to incredibly enhance family engagement for all students. ParentSquare and RemindHub, our flagship products, serve over 20 million students and drive our mission by providing unified communications tools -forms, sign ups, payments, RSVPs, direct messaging, language translations, chat and more. Remind Chat, our free product, reaches over 80% of K-12 students, providing a safe and easy-to-use platform for direct communication between teachers and families. And our latest innovation, SmartSites, offers state-of-the-art websites for school districts, enhancing their online presence and accessibility. 

We are not just creating a product; we are creating empowered educators and engaged parents to improve the lives of all students. We are passionate advocates for our customers and for our employees and we invite you to join us on this exciting journey. 

Who We’re Looking For

ParentSquare is looking for a Customer Support Manager (Escalations and Support Application) to join our Support team and lead our newly created Escalations and Support Application Team and play a vital role in scaling our escalation processes as well as developing strategies to prevent escalations whenever possible.   You’re a proven leader who will lead a team of Support Application Specialists to focus on reducing escalation and solving complex tickets/customer issues in a timely and service-driven manner.  You are someone who thrives in navigating the customer support escalation process with ease and resolution; never losing sight of the customer experience or service level. Working alongside the VP of Customer Support, you'll maintain a cohesive team that works efficiently together to answer front line support questions and to help the department achieve our goals.

This Role Will Include:

• Managing and leading the support application team to resolve escalated customer issues and complaints to ensure timely and satisfactory outcomes.

• Acting as the primary point of contact for customers in escalated situations, demonstrating empathy and a commitment to finding solutions to their problems.

• Continuously refining and improving the escalation process to ensure that it is efficient, clear, and provides clear guidelines for handling customer complaints.

• Collecting and analyzing customer feedback to identify trends, potential issues, and opportunities for improvement.

• Providing training and support to the customer support team to equip them with the skills and knowledge to handle customer issues before they escalate.

• Working cross functionally to develop a plan for SIS migrations and manage application support specialists and integration services to manage all SIS migrations.

Our ideal candidate will have the following:

• 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 and communication skills

• Quick learner, tech savvy, and a desire to learn in a dynamic startup environment

• Excellent communication skill and attention to detail

• Project management  and ability to prioritize tasks in a fast moving dynamic environment

• Prior experience in analyzing metrics to evaluate team performance and plan for long-term strategic success

The perks of working for us are great!

You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide 

• 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!  

As a fully remote team, we’ll make sure you have all the tools and equipment you need to make your home office a place where you can thrive. 

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

This role will have a salary between $80,000 and $120,000, DOE.