Customer Experience Agent (Contract)

About Us 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

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