Support Specialist (US-Remote)

About Odyssey:

At Odyssey, our Mission is to enable access to high-quality education across the U.S. regardless of income, or zip code. With our proprietary technology, Odyssey makes educational choice easier, faster, and more accessible to parents in the jurisdictions that we serve. By partnering directly with state agencies and educational vendors, we help to streamline the process that empowers parents to find the tools necessary for their children to succeed.

As the first company designed specifically for education savings accounts (ESAs), our platform powers programs that collectively support more than 200,000 students across the US in accessing more than $2 billion in state funding.

As a Support Associate, you will be the frontline of our customer support team, providing exceptional service to our users. You will handle customer inquiries, resolve issues, and ensure a positive experience for parents, students, school administrators and vendors. This role requires strong communication skills, a customer-centric mindset, and the ability to thrive in a fast-paced environment.

What You’ll Do:

• Respond to customer inquiries via phone, email, SMS, and chat in a timely and professional manner.

• Resolve customer issues and complaints, escalating complex cases as needed.

• Provide accurate information about the ESA and microgrant programs Odyssey serves.

• Maintain detailed records of customer interactions and transactions.

• Collaborate with team members to improve processes and enhance the customer experience.

• Participate in training and development opportunities to enhance skills.

• Meet performance targets and contribute to team goals.

• Stay up-to-date with company policies and product knowledge.

About You:

• Preference is given to those who reside in Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York.

• Experience with Zendesk or a similar contact management system is required.

• 3+ years of experience in a customer support role.

• Excellent verbal and written communication skills.

• Strong problem-solving abilities and attention to detail.

• Customer-focused with a positive attitude and professional demeanor.

• Ability to work independently and as part of a team.

• Proficiency in using customer support software and tools.

• Fluent in English; additional fluency in Spanish is preferred.

• High school diploma or equivalent; additional education or certifications are a plus.

Additional Details:

• This role is a remote position for candidates located in the U.S., with preference given to those who reside in one of the states we currently serve: Texas, Utah, Georgia, Louisiana, Iowa, Wyoming, or New York

• Applicants must be currently authorized to work in the United States on a full-time basis.

• Actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location. The listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.

Our Commitment to Equal Opportunity Employment:

Odyssey is an equal opportunity employer. Reasonable accommodations are available upon request.

Why Odyssey:

Sitting at the intersection of tech, government, and education, Odyssey offers potential applicants an immediate and substantive impact for students and families. Supported by well-known investors and advisors, we are gaining traction quickly with ample opportunity for growth. As our team expands, we are looking for top-tier talent to join our mission in driving the future of education forward. Join us if you believe in the power of education as the single most important investment we can make as Americans today