About the role

About Us

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.

About the Role

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.

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.

What You’ll Do

Respond to customer inquiries via email using Zendesk, ensuring timely, accurate, and thoughtful resolutions
Troubleshoot account, billing, and technical issues related to the Epic platform
Escalate more complex issues to the appropriate internal teams with clear documentation and context
Utilize pre-built macros, templates, and personalized communication to provide consistent, high-quality support
Follow established support workflows, quality standards, and response guidelines
Collaborate with the Customer Experience team to identify recurring issues and suggest process improvements
Meet or exceed customer satisfaction and response time goals

What We’re Looking For

1–2 years of experience in a customer support or customer experience role, preferably email-based support
Experience using Zendesk or a similar support ticketing platform
Excellent written communication skills with a professional, empathetic, and customer-first approach
Strong attention to detail and ability to manage multiple support tickets simultaneously
Comfortable learning and navigating web-based tools and software platforms quickly
Strong problem-solving skills and ability to remain calm under pressure
Self-motivated, reliable, and comfortable working independently in a remote environment

Nice to Have

Experience supporting EdTech products or working with parents, teachers, or school administrators
Familiarity with subscription-based products or digital learning platforms

Compensation & Details

$20/hour, commensurate with experience
Fully remote position
Business hours are Monday through Friday, 7:00 AM – 4:00 PM EST
Temporary 3-month assignment

Skills & Tags

go rust ai data product

Aplyr's read

Epic Kids Inc. is a dynamic EdTech company revolutionizing children's reading with an expansive digital library, attracting innovative minds in tech and content creation.
Synthesized from recent postings & public sources

What's promising

•Epic Kids Inc. offers a large and diverse digital library, enriching children's educational experiences.
•The company is actively hiring across multiple roles, indicating growth and expansion.
•Epic's focus on digital content aligns with increasing demand for remote learning resources.

What to watch

•The competitive EdTech market poses challenges for sustained differentiation and user retention.
•Limited public information about the company's financial health and long-term sustainability.
•Dependence on digital platforms makes the company vulnerable to technological disruptions.

Why Epic Kids Inc.

•Epic Kids Inc. specializes in children's literature, setting it apart from broader EdTech competitors.
•The platform combines books, audiobooks, and educational content, offering a comprehensive learning experience.
•Epic's targeted focus on young readers supports niche market engagement and expertise.

Aplyr’s read is generated by AI from public sources. Was it useful?