Customer Experience Agent

Epic Kids

Customer Experience Agent addressing inquiries through Zendesk for Epic Kids' digital reading platform. Troubleshooting issues and ensuring customer satisfaction through strong written communication.

Posted 5/13/2026contractRemote • 🇺🇸 United StatesJunior💰 $20 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Fully remote position

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportemail-based supporttroubleshootingproblem-solvingdocumentation

Soft Skills

written communicationempathyattention to detailtime managementself-motivation