Role Description The Curious Cardinals Marketplace connects K–12 students with exceptional mentors — college students and young professionals who inspire curiosity and help kids discover what they love to learn. As a Customer Support Specialist, you're the first voice families hear when something needs attention. You handle it with warmth, clarity, and calm, whether it's a confusing bill, an unreliable mentor, or questions about possibilities. This role is for you if: - Your communication is exceptional — on the phone and via email. - You stay composed under pressure. - You find genuine satisfaction in turning a frustrated customer into a relieved one. - You enjoy crafting emails that balance being apologetic and firm, actionable and non-pressuring. Responsibilities - Live Support & Triage - Serve as the first point of contact for inbound parent requests that require or would benefit from a live call. - Jump on live calls to address questions, complaints, and concerns with warmth and efficiency. - Handle mentor issues: validate the family's frustration, communicate next steps, and initiate a rematch when appropriate. - Route families to the right resource when the situation calls for it. - Straightforward Rematch Management - Own end-to-end rematches for straightforward, guardian-driven cases (e.g., a mentor has flaked or stepped off an engagement). - Use AI tools and templates to generate engagement descriptions and coordinate next steps efficiently. - Maintain accurate HubSpot records for all cases you own. - Billing Support - Deeply understand the Curious Cardinals billing structure. - Explain billing clearly and patiently to families — over email and on calls. - Resolve billing disputes and conflicts; escalate to the ops team when needed. Success Metrics - Speed of Resolution — how quickly inbound requests are acknowledged, addressed, and resolved. - Close Rate on Owned Rematches — of the straightforward rematches you own, how many result in the family moving forward with a new mentor. - Situations "Salvaged" — of the customers you speak to, how many we're able to retain despite the friction they experienced. Qualifications - Clear, Warm Communicator — You're a natural on live calls, especially with frustrated or confused customers. Your written communication is equally polished. - Organized & Detail-Oriented — You juggle multiple open tickets at once without letting anything fall through the cracks. - People-First Mindset — You stay patient and warm even when families are frustrated or unreasonable, but you also know how to set gentle limits and share things a customer may not want to hear, effectively. - Self-Starter — This is a remote role; you manage your own queue and flag issues proactively before they escalate. - Comfortable with Digital Tools — We use Claude, Slack, Gmail, and HubSpot daily; you pick up new tools quickly. Bonus Points - Client-Facing Background — Prior experience in customer support, customer success, hospitality, or a similar role — especially with live phone support. - Billing Experience — You've handled billing questions or disputes before. - AI-Curious — You're excited to use AI tools to work faster and do your job better. - Passionate about reimagining the future of K–12 education.

• Coordinate work order administration activities, including scheduling, tracking, reconciliation, and closeout. • Monitor project milestones and ensure work orders progress according to established timelines. • Coordinate material procurement and staging to support project execution. • Serve as the primary liaison between Planning, Engineering, Drafting, vendors, and other cross-functional teams. • Coordinate workflow across OSP Planning, Engineering, Drafting, and Construction teams to ensure projects remain on schedule. • Assign work, monitor workflow, and ensure quality standards are met. • Track project progress and provide regular status updates and reporting to leadership. • Identify, troubleshoot, and resolve work order or project issues while escalating risks as appropriate. • Support vendors throughout the project lifecycle to ensure timely and successful completion of assigned work. • Maintain accurate documentation and records within multiple business systems. • Assist with process documentation, workflow improvements, and operational efficiency initiatives. • Develop reports, dashboards, and metrics to monitor project performance and support management decision-making. • Perform additional duties and special projects as assigned.

Role Description We are looking for a proactive and empathetic Customer Support Agent to assist residents with issues related to our property portal. This includes support for payment processing, maintenance ticket submissions, and general portal navigation. The ideal candidate will have a strong background in customer service and hands-on experience using SAP and RealPage systems within a property management environment. - Respond to resident inquiries via phone, email, or chat, delivering a positive and solution-focused customer experience. - Support residents in using the property portal for tasks such as rent payments, submitting maintenance tickets, and accessing community resources. - Troubleshoot and resolve payment-related issues, including transaction failures, billing discrepancies, and auto-pay setups. - Guide residents through submitting and tracking maintenance requests efficiently. - Utilize SAP and RealPage to manage resident records, service requests, and financial transactions. - Accurately document all customer interactions in the CRM and escalate complex issues when necessary. - Collaborate with internal teams to ensure prompt resolution of resident concerns. - Stay up to date with portal features, policy changes, and process updates. - Offer feedback to help improve the customer experience and portal usability. Qualifications - High school diploma or equivalent (Associate’s or Bachelor’s degree preferred). - 1–2 years of experience in customer support, preferably in a property management or real estate environment. - Hands-on experience using SAP and RealPage platforms is required. - Excellent written and verbal communication skills. - Proficiency with CRM and customer support tools (e.g., Zendesk, Freshdesk). - Strong problem-solving skills, with the ability to work independently and manage multiple tasks. - High attention to detail and organizational skills. - Empathetic and professional demeanor, especially when handling escalated issues. Requirements - Submit a complete and thoughtful application, which includes your resume. - Complete all relevant application questions for thorough evaluation. - If advanced, complete a video assessment as part of the application process. - Apply and complete required elements as soon as possible, as positions may close when filled. Benefits - Opportunities to learn and develop every day through a wide range of programs. - Internal digital platforms that promote self-learning. - Development programs according to Leadership skills. - Specialized training according to the role. - Learning experiences with internal and external providers. - Recognition programs for seniority, behavior, leadership, and moments of life. - Financial wellness programs to help you reach your goals in all stages of life. - A flexibility program to balance personal and work life. - Family benefits including WellnessLine, Agreements and Discounts, Scholarship programs, and Aid Plans.

• Creates route plans using work order data and route analysis software • Communicates routes within assigned territory to service personnel • Summarizes and reviews plans daily with the Service Planning Supervisor • Creates summary reports daily and provides to supervisor • Performs other duties as assigned