HR Customer Care Coordinator

The HR Customer Care Coordinator is a critical member of the Human Resources team within a school district, serving as the front line for employee support and HR operations. This role is responsible for triaging a high volume of help desk tickets, routing inquiries to the appropriate HR team members, and resolving routine requests using standardized, templated responses. In addition to ticket management, this position supports essential HR processes including new hire onboarding, benefits enrollment approvals, I-9 facilitation, and employee documentation review. The ideal candidate thrives in a fast-paced environment, adapts quickly to changing priorities, and consistently delivers exceptional customer service while maintaining strict confidentiality. ROLE RESPONSIBILITIES: Help Desk & Ticket Management Monitor and manage a high-volume HR help desk ticketing system. Triage incoming requests, assess urgency, and route tickets to the appropriate HR personnel or department. Respond to routine inquiries using approved templates and knowledge base resources. Ensure timely resolution and follow-up on all assigned tickets. Track and maintain accurate records of ticket status and outcomes. Identify trends and recurring issues to inform process improvements. Customer Service Excellence Serve as the primary point of contact for HR-related inquiries from employees, leaders, and applicants. Deliver clear, professional, and timely communication. Provide a high level of customer service with a focus on responsiveness and accuracy. Escalate complex or sensitive matters appropriately. Onboarding & HR Operations Support Assist with new hire onboarding processes, including: Benefits enrollment setup and approval I-9 facilitation and compliance tracking Review of new hire documentation to ensure completeness and accuracy Process service record requests in a timely and compliant manner. Support general HR administrative functions and special projects as needed. Support routine leave administration, including: Entering leave of absence information in the HRIS Maintaining the leave of absence tracker, including leave and anticipated return dates Compliance & Confidentiality Handle sensitive employee information with the highest level of confidentiality. Adhere to all district policies, procedures, and legal requirements. Maintain accurate and compliant employee records. Uphold strict ethical standards; breaches of confidentiality are not tolerated. QUALIFICATIONS: Demonstrate a minimum of 1 year of experience in a high-volume, fast-paced HR or customer service environment Experience working in a K-12 school district or public sector environment Experience with HRIS systems and help desk/ticketing platforms Bachelor’s degree preferred in Human Resources, Business Administration, or a related field (relevant experience may be substituted for education) COMPETENCY AND SKILLS: Deep commitment to KIPP Texas’s mission, values, and Team & Family culture Strategic thinker with strong analytical and problem-solving skills Strong leadership and people development capabilities High level of attention to detail and commitment to accuracy and compliance Ability to prioritize, track, and complete daily tasks accurately and on time in a fast-paced environment Excellent communication skills, with the ability to make complex information accessible to diverse audiences Work cooperatively across teams and regions to support shared operational goals Adjust workflows quickly when priorities, schedules, or team demands shift Handle sensitive employee information with strict confidentiality, professionalism, and high ethical standards Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The person in this position needs to be able to move about inside and outside the school throughout the workday. The candidate is expected to attend conferences, meetings and training sessions both virtually and in person within the Region. Additional Requirements: Reliable transportation is needed for travel between campuses Ability to maintain emotional control under stress. Work with frequent interruptions. Work Environment: Hybrid work • Reports to the central office or schools three days a week. May require extended hours during peak hiring or onboarding periods Travel Requirements: Minimal travel: May travel to other school sites or regional offices for professional learning, meetings and other work related activities. What We Bring to the Table: Comprehensive medical, dental, and vision plans with coverage options for employees and their families. Competitive vacation and flexible paid time off (PTO) policies. Paid family leave. Flexible spending account or high-yield HSA. Employee assistance programs. KIPP also offers the following employee-paid benefits: legal plans, LifeLock identity protection, life insurance and disability insurance. EEO: KIPP Texas is an Equal Opportunity Employer. KIPP Texas ensures equal employment opportunities regardless of race, creed, gender, color, national origin, religion, age, sexual orientation, or disability. Any individual needing assistance in making an application for any opening should contact the Talent Team. Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job duties. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. About KIPP Texas Public Schools KIPP Texas Public Schools is a free, public charter school network with more than 45 Pre-K • 12 schools across Austin, Dallas-Fort Worth, Houston, and San Antonio. With over 30 years in Texas, we work together with our families and communities to prepare students for college, career, and beyond! Our schools provide a high-quality, well-rounded education built on academic success and personal growth, where all students learn and thrive in a productive, safe, and joyful way! As one of the earliest charter networks in Texas—founded in Houston in 1994 and operating as KIPP Texas since 2018—we hire dynamic, collaborative, and dedicated individuals with an unyielding belief that every child will succeed. Join a Team and Family with an unwavering commitment to creating classrooms, offices, and communities rooted in academic success and joy. If you are passionate about joining a mission-driven community that wants every child to "run to school," the KIPP Texas Team and Family is for you! KIPP Public Schools is a national network of public charter schools that prepares students with the skills and confidence to create the future they want for themselves, their communities, and us all. We are a network of 278 schools with nearly 16,500 educators and 190,000 students and alumni.