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Contract ends January 31, 2027. Continuation beyond this date is offered at Clarity's discretion based on performance and ongoing business need.
Responsibilities
In this role you will report directly to a support team lead and will serve as a contributor on the support team. As the Family Support Representative, you will be responsible for:
Responding to support inquiries from families in a timely manner through phone, email and chat.
Troubleshooting issues and answering support questions through active listening and empathy, and providing solutions and escalating to the appropriate team when necessary.
Meeting and maintaining customer satisfaction and team call handling goals.
Participating in initiatives that support families, schools and internal teams.
Collaborating with the team lead and other team members on continuous improvements to the product or processes that would improve the overall family user experience.
Traits of an Ideal Candidate
Applicants MUST reside in one of the following states: AZ, CA, CO, CT, DE, DC, FL, HI, IL, KY, ME, MD, MA, NJ, NY, NC, OR, PA, RI, SC, TX, UT, VA, WA, WI
Strong verbal and written communication skills.
Comfortable working flexible hours, including evening/night and weekend shifts during peak support season (October through March).
Genuinely enjoys and finds fulfillment in helping people solve their problems.
Experience working in customer facing roles / on customer facing teams. Prior experience in a school or educational setting is a bonus.
Ability to multitask, prioritize, and manage time effectively.
Ability to work individually and as part of a team.
Comfortable with technology and able to learn new systems and software quickly.
Self-motivated with a growth mindset and a genuine interest in developing professionally.
Benefits
Fully remote team and work environment.
Available shifts:
Monday – Friday 8:00am – 5:00pm EST
Monday – Friday 9:00am – 6:00pm EST
Monday – Friday 10:00am – 7:00pm EST
Monday – Friday 1:00pm – 10:00pm EST
Mon / Tue / Wed / Fri / Sat 10:00am – 7:00pm EST
Mon / Tue / Wed / Fri / Sun 12:00pm – 9:00pm EST (Sunday: 10:00am – 7:00pm)
Mon / Tue / Fri / Sat / Sun 11:00am – 8:00pm EST (Sunday: 10:00am – 7:00pm)
Mon / Tue / Fri / Sat / Sun 12:00pm – 9:00pm EST (Saturday: 11:00am – 8:00pm, Sunday: 10:00am – 7:00pm)
Mon / Thu / Fri / Sat / Sun 10:00am – 7:00pm EST (Saturday: 9:00am – 6:00pm, Sunday: 10:00am – 7:00pm)
Tuesday – Saturday 2:00pm – 11:00pm EST (Saturday: 11:00am – 8:00pm)