Job Description
ABOUT EPIC KIDS
Epic is the leading digital reading platform for kids, trusted by millions of
children, families, and educators around the world. With a vast library of
high-quality books and learning resources, Epic empowers kids to explore their
interests, build literacy skills, and develop a lifelong love of reading. As we
look to the future, Epic is reimagining what reading can be—more personalized,
more interactive, and more accessible than ever before. By combining technology,
storytelling, and education, we are shaping the next generation of readers.
ABOUT THE ROLE
We’re looking for a friendly, detail-oriented Customer Experience Agent to join
our team on a 3-month temporary basis. In this role, you’ll serve as the first
point of contact for parents, educators, and school administrators reaching out
to Epic for support. You’ll work within Zendesk to manage, troubleshoot, and
resolve support tickets while helping customers get the most out of the Epic
platform.
This role is ideal for someone who enjoys helping others, communicates clearly
and professionally in writing, and thrives in a fast-paced, customer-focused
environment.
WHAT YOU’LL DO
* Respond to customer inquiries via email using Zendesk, ensuring timely,
accurate, and thoughtful resolutions
* Troubleshoot account, billing, and technical issues related to the Epic
platform
* Escalate more complex issues to the appropriate internal teams with clear
documentation and context
* Utilize pre-built macros, templates, and personalized communication to
provide consistent, high-quality support
* Follow established support workflows, quality standards, and response
guidelines
* Collaborate with the Customer Experience team to identify recurring issues
and suggest process improvements
* Meet or exceed customer satisfaction and response time goals
WHAT WE’RE LOOKING FOR
* 1–2 years of experience in a customer support or customer experience role,
preferably email-based support
- Experience using Zendesk or a similar support ticketing platform
- Excellent written communication skills with a professional, empathetic, and
customer-first approach
* Strong attention to detail and ability to manage multiple support tickets
simultaneously
* Comfortable learning and navigating web-based tools and software platforms
quickly
- Strong problem-solving skills and ability to remain calm under pressure
- Self-motivated, reliable, and comfortable working independently in a remote
environment
NICE TO HAVE
* Experience supporting EdTech products or working with parents, teachers, or
school administrators
* Familiarity with subscription-based products or digital learning platforms
COMPENSATION & DETAILS
- $20/hour, commensurate with experience
- Fully remote position
- Business hours are Monday through Friday, 7:00 AM – 4:00 PM EST
- Temporary 3-month assignment
Job Tags
Contract work, Temporary work, Remote work, Monday to Friday