Manager, Customer Support

This is a fully remote position, open to applicants in Arizona, +30 more states.

📋 Description

• Oversee the daily operations of OpenEd's Parent Support team

• Lead, mentor, and develop support agents who address family inquiries via chat, phone, and email

• Assess individual performance and formulate development plans

• Ensure quality assurance through ticket and call audits, coaching, and follow-up

• Maintain daily channel coverage and provide timely and accurate resolutions

• Manage complex family escalations and establish standards for those interactions

• Keep the Notion knowledge base, articles, runbooks, and SOPs up to date

• Perform root cause analysis on recurring contact issues

• Triage product problems in Linear using evidence from the support queue

• Create actionable reports on team performance, contact drivers, and family trends

• Oversee scheduling, channel coverage, queue structure, and service standards

• Participate in the recruitment and onboarding of new agents

• Redesign support processes and workflows

• Collaborate with Product and Program teams on significant issues

• Maintain an in-depth understanding of the OpenEd program

• Report directly to the Head of Support

⛳️ Requirements

• 5 years of experience in customer support

• At least 2 years of experience managing a customer support team

• Proven experience managing teams across chat, email, and phone

• Direct experience with business-to-consumer support

• Experience in directly assisting end-user customers

• Proficiency in handling escalated and emotionally charged situations

• Strong judgment in sensitive or ambiguous circumstances

• Familiarity with a CRM or ticketing platform such as HubSpot, Zendesk, or similar

• Experience with queue and workflow management

• Analytical skills to interpret data and identify trends

• Willingness and ability to engage with the support queue directly

• Flexible availability during business hours in Mountain or Central Time

• Capability to lead a remote team distributed across U.S. time zones

• Must reside in one of the specified U.S. states

• Must be authorized to work in the United States

• OpenEd participates in E-Verify

🏝️ Benefits

• 401k plan with company matching opportunities

• Comprehensive health benefits including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care

• Fully remote work arrangement

• Flexibility in work hours

• Generous paid time off

• Supportive and collaborative team environment