Epic Kids is hiring a Customer Experience Agent (Contract) for a fully remote, 3-month assignment working in EST hours. This role is ideal for candidates who enjoy helping customers, solving problems, and working in a fast-paced EdTech environment.
Epic Kids is a leading digital reading platform that helps millions of children, educators, and families access engaging learning content and build strong literacy skills.
📍 Location & Work Mode
- 🌍 Location: Remote (United States / EST timezone required)
- 🏠 Work Mode: 100% Remote
- ⏰ Schedule: Monday–Friday, 7:00 AM – 4:00 PM EST
- 📆 Contract Duration: 3 months (temporary role)
About the Role
As a Customer Experience Agent, you will be the first point of contact for parents, teachers, and school administrators using the Epic platform.
You will handle support tickets through Zendesk, helping resolve account, billing, and technical issues while ensuring customers have a smooth experience using the platform.
Key Responsibilities
- Respond to customer inquiries via Zendesk email support
- Troubleshoot account, billing, and technical issues
- Escalate complex cases with proper documentation
- Use macros and templates for consistent support responses
- Follow support workflows and quality guidelines
- Identify recurring issues and suggest improvements
- Maintain strong customer satisfaction and response times
Required Qualifications
- 1–2 years of customer support or customer experience experience
- Experience with Zendesk or similar ticketing tools
- Strong written communication skills
- Ability to multitask across multiple support tickets
- Strong problem-solving and critical thinking skills
- Comfortable working independently in a remote environment
- Fast learner with web-based tools and systems
Nice to Have
- Experience in EdTech or digital learning platforms
- Familiarity with subscription-based products
- Experience supporting parents, teachers, or school systems
Compensation
- 💰 $20/hour (based on experience)
- 🏠 Fully remote role
- 📅 3-month contract position
- ⏰ EST business hours required
About Epic Kids
Epic Kids is a leading EdTech platform that provides digital reading tools and learning resources for children. The company is focused on making reading more engaging, accessible, and personalized for young learners worldwide.