Serve as the first contact for families via phone and email, triage issues, manage straightforward mentor rematches end-to-end, resolve and explain billing disputes, maintain HubSpot records, and route complex cases to appropriate teams while using AI tools and templates to work efficiently.
About the Role
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. Whether a bill has them confused, a mentor has been unreliable, or they want to understand what's possible, you handle it with warmth, clarity, and calm. For straightforward cases like an unreliable mentor, you own the rematch process yourself. For everything else, you know exactly who to loop in and how to make families feel taken care of in the meantime.
This role is for you if your communication is exceptional — on the phone and via email — you stay composed under pressure, and you find genuine satisfaction in turning a frustrated customer into a relieved one. If you get satisfaction out of writing an email that hits the perfect balance between apologetic and firm, actionable and non-pressuring, the challenges in this role will excite you.
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 Needed
- 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
Similar Jobs
Artificial Intelligence • Legal Tech
As a Customer Support Specialist at GC AI, you'll handle inbound support requests, troubleshoot product issues, write help content, and conduct live demos for customers, ensuring a positive experience with the platform.
Top Skills:
FrontIntercomZendesk
Biotech
Develop and deliver training programs and e-learning for electron microscopy and analytical instruments. Create learning paths, deliver classroom and virtual instruction, work with cross-functional teams, track progress via skills-passport, and travel to deliver training and customer support.
Top Skills:
Analytical InstrumentationE-Learning DevelopmentElectron MicroscopyLearning Management SystemsSkills-Passport System
Artificial Intelligence • Cloud • Healthtech • Software
Provide real-time support and 1:1 training to dental practices, troubleshoot billing/insurance and technical issues, escalate to engineering, document feedback, and improve training materials while using AI tools to enhance workflows. Requires set ET hours including weekends.
Top Skills:
Ai ToolsArchyDental ClearinghouseTicketing SystemWeb Browsers
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
