Customer Support Rep

Texas Sports Academy Main

Job Overview

Location

Remote

Salary

USD 25 hourly

Employment Type

Full-time

Work Arrangement

Remote

Sector

Education & Training

Experience Level

Junior (1-3 years)

Application Deadline

September 2, 2026

About the Company

Texas Sports Academy is an innovative K-12 institution designed for student-athletes who seek a rigorous academic curriculum alongside elite athletic development. The academy utilizes a unique 2-Hour Learning model, allowing students to cover twice the material in half the time. This structure frees up afternoons for intensive athletic training, guided by experienced former professional and NCAA Division 1 athletes. The academy is committed to providing a high standard of education and athletic coaching, fostering an environment where students can excel in both spheres. Their approach is built on efficiency and high-level performance, mirroring the demands of professional sports and advanced academic pursuits.

Job Description

Texas Sports Academy is a K-12 institution dedicated to nurturing serious student-athletes who aspire to excel in both academics and high-level athletics. Our unique 2-Hour Learning model enables students to master curriculum content efficiently, dedicating their afternoons to intensive training under the guidance of elite coaches.

We are seeking a diligent Customer Support Representative to manage parent inquiries via Zendesk on a full-time basis. In this pivotal role, you will serve as the primary point of contact for families, providing clear answers, resolving issues promptly, and ensuring every parent feels valued and supported. You will be responsible for managing your ticket queue, proactively seeking information, and maintaining a consistently warm and professional demeanor.

Key responsibilities include owning the parent support queue, answering inquiries about schedules, billing, academics, and logistics, and resolving issues from start to finish. You will also be tasked with escalating complex matters appropriately and maintaining the integrity of the Zendesk platform through proper tagging and feedback. Excellent written communication skills are essential for crafting clear, warm, and on-brand responses.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

ZendeskCustomer SupportWritten CommunicationProblem SolvingAI Tools

Key Responsibilities

Own the Parent Support Queue: Work Zendesk tickets from parents every day. Respond quickly, resolve what you can directly, and route what you cannot.
Answer Parent Questions Clearly: Handle questions about schedules, billing, academics, athletics, campus logistics, and everything in between. Give parents clear, complete answers so they do not have to write back.
Resolve Issues End to End: When a parent has a problem, work it through. Loop in the right internal team, keep the parent updated, and close the loop when it is done.
Escalate the Right Things: Know what you can handle and what needs to go up. Get escalations to the right person quickly with the context they need to act.
Keep Zendesk Clean: Tag tickets properly, keep macros up to date, and flag patterns you see in the queue so we can fix the root cause.
Communicate Warmly and Professionally: Every message you send should read as clear, warm, and on-brand. No copy-paste responses that miss the point.

Qualifications

2-3 Years of Zendesk Support Experience: You have worked in a Zendesk-based support role for two to three years. You know the platform, macros, triggers, and how to run a clean queue.
Excellent Written English: Your written English is clear, warm, and professional. Every parent-facing message reads well.
Customer or Family-Facing Support Background: You have handled real customer or family inquiries at volume, including hard conversations, and kept the relationship intact.
Judgment Under Pressure: You know how to read a message, figure out what is really being asked, and respond in a way that solves the problem without creating new ones.
AI Forward: You are comfortable using AI tools to draft responses and speed up repetitive work.
Organized and Reliable: You do not let tickets sit. You track open items, follow through, and keep parents in the loop even when the answer is not ready yet.
Availability: Full-time coverage during standard U.S. business hours, Central Time.
Location and Setup: Fully remote, open globally. Reliable internet and a quiet space you can work from. You do not need to be U.S.-based.

Benefits & Perks

Pay: $25/hour

How to Apply

To apply for this role, click the Apply button on this page and follow the instructions.

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In the dynamic field of educational support, Texas Sports Academy is experiencing significant growth, driven by innovative learning models. This role is crucial for maintaining high standards of parent engagement and issue resolution. Key technical skills include proficiency in Zendesk, AI-assisted response generation, and effective ticket management. The Customer Support Representative will directly impact parent satisfaction and retention, contributing to the academy's overall operational efficiency and reputation. This position offers a unique opportunity to shape the parent experience within a forward-thinking educational institution.