Senior Family Engagement & Parent Relations Specialist – Lead Customer Support Champion for Elite K‑12 Sports Academy at brighthush – Elevating Family Experience & Student Success
About brighthush
brighthush is not just a K‑12 sports academy; it is a pioneering educational ecosystem that blends rigorous academics with elite athletic training. Our students master twice the curriculum in just two hours a day, freeing their afternoons for intensive coaching by former professional and Division‑I athletes. This unique fusion of learning and sport equips student‑athletes with the discipline, resilience, and confidence to excel on the field, in the classroom, and beyond.
At brighthush, we believe that the family experience is as critical as the student experience. Parents are our partners in building a culture of excellence, and we are committed to providing them with the support, transparency, and communication they deserve. Our mission is to empower the next generation of student‑athletes by creating a community where families feel heard, valued, and fully integrated into the journey.
We are looking for a dedicated Senior Family Engagement & Parent Relations Specialist who will become the first point of contact for families, ensuring every interaction reflects the high standards and warm community that define brighthush. If you thrive in a fast‑paced, mission‑driven environment and love turning complex questions into clear, actionable solutions, we want you on our team.
Role Overview
As the frontline advocate for our families, you will be the voice that embodies brighthush’s commitment to excellence, integrity, and community. Your role will blend customer support, relationship building, process improvement, and cross‑functional collaboration to create a seamless, supportive experience for every parent who reaches out.
Key Responsibilities
- Own the Parent Support Queue – Manage Zendesk tickets daily, responding swiftly, resolving issues directly, and routing complex matters to the appropriate internal teams.
- Deliver Clear, Complete Answers – Address inquiries about schedules, billing, academics, athletics, campus logistics, and more, ensuring parents receive concise, accurate information in a single response.
- Resolve Issues End‑to‑End – When a parent raises a concern, you’ll coordinate with relevant departments, keep the parent updated, and close the ticket only when the issue is fully resolved.
- Escalate Effectively – Identify when a situation requires higher‑level attention, provide all necessary context, and facilitate a smooth handoff to the right stakeholder.
- Maintain a Clean Zendesk Environment – Tag tickets accurately, keep macros and triggers current, and flag recurring patterns so that root causes can be addressed proactively.
- Communicate Warmly and Professionally – Every message you send should embody brighthush’s brand voice: clear, friendly, and solution‑focused, avoiding generic copy‑paste responses.
- Collaborate Cross‑Functionally – Work closely with Finance, Academics, Athletics, and Operations to ensure a seamless experience for families.
- Track and Report Metrics – Monitor ticket volume, response times, and satisfaction scores; provide weekly insights to leadership.
- Champion Continuous Improvement – Identify process gaps, propose enhancements, and participate in pilot projects to elevate the parent support experience.
- Act as a Brand Ambassador – Represent brighthush in all communications, reinforcing our values of excellence, integrity, and community.
- Support Onboarding and Orientation – Guide new families through the enrollment process, ensuring they understand policies, schedules, and available resources.
- Participate in Community Events – Attend virtual town halls, parent‑teacher conferences, and school‑wide gatherings to stay connected with the families we serve.
Essential Qualifications
- 2–3 Years of Zendesk Experience – Proven track record in a Zendesk‑based support role, comfortable with macros, triggers, and queue management.
- Exceptional Written Communication – Your English writing is polished, warm, and professional, ensuring every parent feels heard and supported.
- Customer‑Facing Experience – Experience handling high‑volume inquiries, including difficult conversations, while maintaining strong relationships.
- Judgment Under Pressure – Ability to quickly interpret a parent’s needs, identify the root issue, and respond in a way that resolves the problem without creating new ones.
- AI‑Friendly – Comfortable leveraging AI tools to draft responses and streamline repetitive tasks.
- Organized & Reliable – You keep tickets moving, track open items, and keep parents informed even when a solution isn’t immediately available.
- Full‑Time Availability – Coverage during standard U.S. business hours, Central Time.
- Remote Setup – Reliable internet and a quiet workspace; U.S. residency is not required.
- High Emotional Intelligence – Ability to empathize with parents, read subtle cues, and respond with genuine care.
Preferred Qualifications (Bonus Points)
- Experience supporting schools, camps, clubs, or youth programs where parents are a central focus.
- Fluency in Spanish (English/Spanish) to communicate directly with bilingual families.
- Zendesk certifications such as Support Administrator or equivalent.
- Knowledge of educational technology platforms (e.g., Canvas, Google Classroom).
- Experience with CRM systems beyond Zendesk, such as Salesforce or HubSpot.
- Background in sports administration or athletic program management.
- Experience with data‑driven customer support metrics and dashboards.
Skills & Competencies
- Strong empathy and active listening.
- Problem‑solving mindset with a proactive approach.
- Time‑management and prioritization under tight deadlines.
- Collaboration across cross‑functional teams (finance, academics, athletics).
- Adaptability to evolving processes and technology.
- Commitment to continuous learning and improvement.
- Proficiency in data analysis and reporting tools.
- Strong organizational skills and attention to detail.
- Comfortable with remote collaboration tools (Slack, Teams, Zoom).
- Ability to maintain composure during high‑stress situations.
Career Growth & Learning Opportunities
At brighthush, your professional development is a priority. As a Senior Family Engagement & Parent Relations Specialist, you will:
- Gain exposure to the intersection of education, athletics, and family engagement.
- Participate in regular training sessions on Zendesk best practices, customer experience, and industry trends.
- Work closely with senior leaders to shape the parent support strategy, giving you a voice in organizational direction.
- Access mentorship programs that pair you with experienced professionals across the academy.
- Explore internal career pathways into roles such as Family Relations Manager, Operations Lead, or Student Success Coordinator.
- Attend annual leadership workshops and conferences to broaden your skill set.
- Receive a professional development stipend for courses, certifications, and conferences.
- Earn recognition through our “Family Champion” award program.
- Contribute to research projects on student‑athlete well‑being and family engagement.
Work Environment & Company Culture
brighthush thrives on a culture of excellence, collaboration, and inclusivity. Even though you’ll be working remotely, you’ll feel part of a tight‑knit community that values:
- Open communication and transparency.
- Respect for work‑life balance.
- Continuous feedback and recognition.
- Innovation and the use of cutting‑edge tools.
- Commitment to diversity, equity, and belonging.
- Regular virtual team‑building events and quarterly all‑hands meetings.
- Access to a digital wellness hub featuring meditation, fitness, and mental health resources.
- Flexible scheduling within core business hours.
- Annual “Family Day” virtual celebration to honor parents and students.
Compensation & Benefits
We offer competitive pay at $25 per hour, with the potential for performance‑based bonuses. In addition to your hourly wage, you’ll enjoy:
- Fully remote work with flexible scheduling within core business hours.
- Health and wellness resources, including virtual fitness classes and mental health support.
- Professional development stipend for courses, certifications, and conferences.
- Access to brighthush’s student‑athlete training programs and academic resources.
- Annual company‑wide virtual events to foster community and collaboration.
- Paid time off, sick leave, and a generous holiday schedule.
- Employee referral bonus program.
- Technology stipend to maintain a high‑quality home office.
- Discounts on brighthush merchandise and partner services.
Why Join brighthush?
When you join brighthush, you become part of a mission to empower the next generation of student‑athletes. You’ll:
- Make a tangible difference in families’ lives by providing timely, thoughtful support.
- Work with a passionate team that values innovation and continuous improvement.
- Be part of a forward‑thinking organization that embraces technology and AI to enhance customer experience.
- Enjoy a supportive, inclusive culture that celebrates diversity and encourages personal growth.
- Benefit from a flexible, remote work model that supports your personal and professional life.
- Contribute to a culture of excellence that extends beyond the classroom and onto the field.
- Build a network of like‑minded professionals dedicated to student success.
- Receive recognition for your impact through our “Family Champion” award and annual performance reviews.
Ready to Apply?
If you’re a proactive, empathetic communicator with a strong background in Zendesk support and a passion for helping families succeed, we want to hear from you. Join brighthush and help shape the future of elite K‑12 education and athletics.