Parent Support Generalist $60,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks
Not accepting applications on crossover.com at this time.
Description
Help families feel seen, supported, and calm—fast. You’ll be the person parents never have to chase. You’ll answer their questions with clear, warm writing, close the loop inside SLAs, and make the AI smarter each week so more issues resolve before a human ever types a word.
At 2 Hour Learning, students master academics in ~2 hours a day with AI-personalized learning and Guide support, freeing time for real-world skills. Alpha School’s data shows extraordinary outcomes across K-12, and parents get transparent progress through dashboards. Your work is essential because parent trust is our oxygen: it keeps families aligned with the model and lets Guides focus on students, not inboxes.
If you like building systems that quietly hum, this is your sandbox. Own the workflows, tune the bots, and shape a knowledge base that turns complex questions into easy wins. Apply with the same care you’ll bring to every reply.
What you will be doing
- Resolving inbound parent questions via Intercom-class tools (email/chat/social) within target SLAs, with concise, empathetic writing.
- Tuning automation: analyzing ticket patterns, improving bots/macros, and lifting AI-only resolution and deflection rates month over month.
- Building and maintaining a searchable knowledge base with mixed media (Looms, visuals, tight copy) that parents rate as helpful.
- Tagging, hygiene, and workflow design so reports, dashboards, and routing are accurate and useful.
- Partnering with product/ops to flag systemic issues, propose fixes, and close the loop with parents.
What you will NOT be doing
- Phone support or Zoom marathons; this is 100% digital, written communication.
- Copy-pasting scripts without thinking; every message should sound human and premium.
- Teaching academics; Guides do that. You’re the architect of the parent support system.
- Random “other duties” that derail focus; your scope is clear and measured.
Key responsibilities
High-quality, timely resolution of parent questions and issues—delivered entirely through digital channels—to maintain our white-glove service standard while increasing efficiency through AI-driven support.
Candidate requirements
- Demonstrated ability to write clear, professional support communications, evidenced by at least 1 year of experience in a writing-intensive or customer-facing digital role (e.g., support, operations, community management).
- Experience managing digital support channels (email, chat, or helpdesk platforms such as Intercom, Help Scout, or Zendesk) with proven resolution of inbound inquiries.
- Demonstrated ability to stay highly organized and detail-oriented
- Exceptional written communication skills
- Strong follow-through and self-accountability
Applying for a role? Here’s what to expect.
Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Accept job offer.
Pass proctored test.
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