Customer Experience Agent

<h2>About Epic Kids</h2> <p data-start="210" data-end="757">Epic is the leading digital reading platform for kids, trusted by millions of children, families, and educators around the world. With a vast library of high-quality books and learning resources, Epic empowers kids to explore their interests, build literacy skills, and develop a lifelong love of reading. As we look to the future, Epic is reimagining what reading can be—more personalized, more interactive, and more accessible than ever before. By combining technology, storytelling, and education, we are shaping the next generation of readers.</p> <h2>About the Role</h2> <p class="isSelectedEnd">We’re looking for a friendly, detail-oriented Customer Experience Agent to join our team on a 3-month temporary basis. In this role, you’ll serve as the first point of contact for parents, educators, and school administrators reaching out to Epic for support. You’ll work within Zendesk to manage, troubleshoot, and resolve support tickets while helping customers get the most out of the Epic platform.</p> <p class="isSelectedEnd">This role is ideal for someone who enjoys helping others, communicates clearly and professionally in writing, and thrives in a fast-paced, customer-focused environment.</p> <h2>What You’ll Do</h2> <ul data-spread="false"> <li>Respond to customer inquiries via email using Zendesk, ensuring timely, accurate, and thoughtful resolutions</li> <li>Troubleshoot account, billing, and technical issues related to the Epic platform</li> <li>Escalate more complex issues to the appropriate internal teams with clear documentation and context</li> <li>Utilize pre-built macros, templates, and personalized communication to provide consistent, high-quality support</li> <li>Follow established support workflows, quality standards, and response guidelines</li> <li>Collaborate with the Customer Experience team to identify recurring issues and suggest process improvements</li> <li>Meet or exceed customer satisfaction and response time goals</li> </ul> <h2>What We’re Looking For</h2> <ul data-spread="false"> <li>1–2 years of experience in a customer support or customer experience role, preferably email-based support</li> <li>Experience using Zendesk or a similar support ticketing platform</li> <li>Excellent written communication skills with a professional, empathetic, and customer-first approach</li> <li>Strong attention to detail and ability to manage multiple support tickets simultaneously</li> <li>Comfortable learning and navigating web-based tools and software platforms quickly</li> <li>Strong problem-solving skills and ability to remain calm under pressure</li> <li>Self-motivated, reliable, and comfortable working independently in a remote environment</li> </ul> <h2>Nice to Have</h2> <ul data-spread="false"> <li>Experience supporting EdTech products or working with parents, teachers, or school administrators</li> <li>Familiarity with subscription-based products or digital learning platforms</li> </ul> <h2>Compensation & Details</h2> <ul data-spread="false"> <li>$20/hour, commensurate with experience</li> <li>Fully remote position</li> <li>Business hours are Monday through Friday, 6:30 AM – 3:30 PM EST</li> <li>Temporary 3-month assignment</li> </ul>

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...