Family Support Representative, Phone Team

Mission & Vision Statement

Our mission at Clarity is to:

1. Be a trusted guide that helps millions of families discover, plan for, and access the best educational opportunities for their children.
2. Help schools to adapt and operate like the dynamic businesses they must be to survive and best serve the families of the future.
3. Build a company where people can do the best work of their careers and consistently solve complex problems in novel ways that create unique value worldwide.

The first step in fulfilling this mission is our transformative financial aid application, which launched in 2022 and has already grown to over 800 private K-12 schools and 100,000 family users. Building on this momentum, we have started building a second product, which will launch in 2024, and are uniquely positioned to solve a variety of problems for both schools and families. 

Responsibilities

In this role you will report directly to a support team lead and will serve as a contributor on the support team. As the Family Support Representative, you will be responsible for:

• Responding to support inquiries from families in a timely manner primarily through phone calls, as well as in chat and email capacities.
• Troubleshooting issues and answering support questions through active listening and empathy, and providing solutions and escalating to the appropriate team when necessary.
• Meeting and maintaining customer satisfaction and team call handling goals.
• Participating in initiatives that support families, schools and internal teams.
• Collaborating with the team lead and other team members on continuous improvements to the product or processes that would improve the overall family user experience.

Traits of an Ideal Candidate

• Strong verbal and written communication skills.
• Comfortable working flexible hours, including evening/night and weekend shifts during peak support season (October through March).
• Genuinely enjoys and finds fulfillment in helping people solve their problems. 
• Experience working in customer facing roles / on customer facing teams. Prior experience in a school or educational setting is a bonus.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to work individually and as part of a team.
• Comfortable with technology and able to learn new systems and software quickly.
• Self-motivated and loves to learn new things.
• Has a growth mindset and is hungry for a role that has lots of opportunity for personal and professional growth.
• Proficient in handling numerical data and capable of performing basic arithmetic as needed for the role.
• Bilingual Spanish preferred.

Benefits

• Growing company with lots of opportunities to grow with us - we went from 0 to 40+ employees in the last 2.5 years, and anticipate lots of growth moving forward.
• Fully remote team and work environment. 
• Generous PTO. 
• Company sponsored get togethers / off sites. 
• Stock - every team member has some level of ownership in Clarity. 
• Competitive salary. 
• 100% company sponsored health, medical and dental insurance.  

Clarity Financial, Inc. (DBA “Clarity”) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Clarity makes hiring decisions based solely on qualifications, merit, and business needs at the time.