About Burnham Wood Charter School District:
Burnham Wood Charter School District is an award-winning public charter school district dedicated to driving academic excellence and 100% higher education acceptance across our multi-campus framework. As we expand our internal digital operations and parent-facing communication channels, we are looking for a remote, deeply empathetic Customer Support Representative to serve as the vital link between our district infrastructure, school administrators, and our incredible community of parents and students.
If you are a former teacher looking to step out of the classroom but stay in education, or a seasoned customer service professional who prides themselves on turning a frustrated user into a happy brand advocate, we want to hear from you.
What You'll Do (The Day-to-Day):
- Be the First Line of Support: Own incoming parent, student, and staff inquiries via email, live chat, and phone ticketing channels.
- Master the Tech Ecosystem: Guide parents and staff through issues relating to student portal logins, registration workflows, and district-wide platform updates.
- De-escalate with Grace: Act as a warm, professional, and reassuring presence for parents dealing with high-priority or time-sensitive registration and scheduling issues.
- Collaborate and Escalate: Meticulously track support patterns inside our ticketing CRM and coordinate directly with school campus principals and IT leads to resolve complex issues.
- Build the Playbook: Help us write and organize user-facing FAQ documentation to help families troubleshoot common technical and institutional issues independently.
Requirements:
- The Ultimate Communicator: You possess stellar written and verbal communication skills. You can explain complex institutional rules or tech issues clearly and concisely.
- Deeply Empathetic: You have experience handling challenging, emotionally charged human situations with patience and active listening.
- Tech-Savvy Adaptability: Comfortable navigating or learning helpdesk tools (e.g., Zendesk, Salesforce Service Cloud, or Freshdesk) and student information databases.
- Experience Context: 1-3+ years of experience in Customer Support, Customer Success, Helpdesk, or—highly preferred—a background as a classroom Teacher/School Administrator making a career transition.
- Availability: Must be able to work full-time hours aligned with standard US school district operating windows.
Perks & Benefits:
- True Work-Life Balance: This is a 100% remote position where you truly "clock out" at the end of your shift.
- Mission-Driven Work: You are directly supporting an educational initiative that boasts a 100% graduation rate and opens college doors for thousands of students.
- Competitive Stability: Stable base salary with robust healthcare, vision, dental, and retirement benefits.
- Path to Growth: We are rapidly digitizing our operations. High-performing support reps will have immediate opportunities to pivot into Team Lead, Operations Management, or Customer Success leadership pathways.
Skills Required
- Stellar written and verbal communication skills
- Ability to explain complex institutional rules and technical issues clearly and concisely
- Experience handling challenging, emotionally charged situations with patience and active listening
- Comfort navigating or learning helpdesk tools such as Zendesk, Salesforce Service Cloud, or Freshdesk
- Ability to work with student information databases
- 1-3+ years of experience in customer support, customer success, or helpdesk
- Classroom teacher or school administrator background
- Availability to work full-time hours aligned with standard U.S. school district operating windows
What We Do
Burnham Wood Charter School District is an open-enrollment, public charter school district headquartered in El Paso, Texas. Established in 1998 by the El Paso Education Initiative, Inc., a 501(c)(3) non-profit organization, we proudly opened El Paso’s very first charter school campus. Today, our tuition-free district serves nearly 1,900 students across El Paso and Hudspeth counties, providing an innovative educational alternative focused heavily on Science, Technology, Engineering, and Mathematics (STEM), alongside a robust appreciation for the arts. We operate three specialized learning environments tailored to prepare students for higher education and future global careers. Howard Burnham Elementary School serves grades Pre-K through 5th and focuses on early digital literacy, strong foundational sciences, and core academic values. Vista Del Futuro Elementary School offers high-performing educational integration from Kindergarten through 7th grade. The Da Vinci School for Science and the Arts serves grades 6 through 12 and has been formally designated as a Distinguished Texas T-STEM Academy by the Texas Education Agency (TEA), complete with a state-of-the-art Career and Technology Center. We believe that high-quality, specialized education should be accessible to all. We cultivate a diverse, inclusive, and mission-driven environment where educators, support staff, and administrative teams work collaboratively to empower students. Our goal is to celebrate creative thinking and maintain our exceptional regional track record of university acceptance and academic excellence. Joining our team means committing to shaping the next generation of innovators, thinkers, and creators in a supportive and forward-thinking environment.
Why Work With Us
We launched El Paso’s first charter school and operate a TEA-designated Distinguished T-STEM Academy. We blend rigorous science and arts education with a mission-driven, non-profit culture. Educators join us to work in a collaborative environment with state-of-the-art tech centers, helping shape nearly 1,900 future global innovators.
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