Customer Support Specialist
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AI Summary
Serve as the primary point of contact for families to resolve billing issues and mentor-related concerns. Manage the end-to-end rematch process for students and maintain accurate records in HubSpot.
About the Role
The Curious Cardinals Marketplace connects K–12 students with exceptional mentors — college students and young professionals who inspire curiosity and help kids discover what they love to learn.
As a Customer Support Specialist, you're the first voice families hear when something needs attention. Whether a bill has them confused, a mentor has been unreliable, or they want to understand what's possible, you handle it with warmth, clarity, and calm. For straightforward cases like an unreliable mentor, you own the rematch process yourself. For everything else, you know exactly who to loop in and how to make families feel taken care of in the meantime.
This role is for you if your communication is exceptional — on the phone and via 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 point of contact for inbound parent requests that require or would benefit from a live call
- Jump 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 when appropriate
- Route families to the right resource when 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 efficiently
- Maintain accurate HubSpot records for all cases you own
Billing Support
- Deeply understand the Curious Cardinals billing structure
- Explain billing clearly and patiently to families — over email and on calls
- Resolve billing disputes and conflicts; escalate to the ops team when needed
Success Metrics
- Speed of Resolution — how quickly inbound requests are acknowledged, addressed, and resolved
- Close Rate on Owned Rematches — of the straightforward rematches you own, how many result in the family moving forward with a new mentor
- Situations "Salvaged" — of the customers you speak to, how many we're able to retain despite the friction they experienced
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 open tickets at once without letting anything fall through the cracks.
- People-First Mindset — You stay patient and warm even when families are frustrated or unreasonable, but you also know how to set gentle limits and share 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, Slack, Gmail, and HubSpot daily; you pick up new tools quickly.
Bonus Points
- Client-Facing Background — Prior experience in customer support, customer success, 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 better
- Passionate about reimagining the future of K–12 education
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