• Provide professional support, bookings, picnic reservations, client inquiries • Organize service requests and maintain accurate records • Assist with daily operating duties • Respond to clients' bookings and inquiries promptly • Deliver clear, transparent communication and refer complex issues appropriately • Coordinate and track service requests from start to finish • Schedule appointments and liaise with internal departments and service suppliers • Maintain accurate records and data entry • Participate in team meetings and training opportunities • Identify process improvement and service quality possibilities

• Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues • Ownership over resolving escalated or complex calls from customers • Contribute to the success of the customer experience and the overall success of the team

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.