Manager, Customer Support
New
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OpenEdEducation Technology
We're currently accepting applications from those living in: AR, AZ, CO, FL, GA, ID, IN, IL, IO, KS, MA, MD, MN, MO, MT, NC, NM, NV, NY, OH, OK, OR, RI, SC, TN, TX, UT, VA, WA, WI, WV., Mountain or Central TimeFull-TimeManager
Salary$80K - $90K; $80K – $90K • Offers Bonus
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Job Details
- Experience
- 5 years in customer support, with a minimum of 2 years managing a customer support team.
- Required Skills
- Data AnalysisTeam managementHubSpotZendeskNotionCRMCustomer support
Requirements
- 5 years of experience in customer support.
- 2+ years of management experience.
- Direct experience in a business-to-consumer (B2C) support environment.
- Experience managing teams across chat, email, and phone.
- Proficiency in CRM or ticketing platforms (e.g., HubSpot, Zendesk).
- Strong analytical skills for data-driven decision making.
- Ability to work hands-on in the queue.
- Excellent judgment for handling escalated and emotionally charged situations.
- Commitment to flexible availability during Mountain or Central Time hours.
Responsibilities
- Diagnose individual agent performance and build development plans.
- Take ownership of quality assurance, including ticket and call audits and coaching sessions.
- Ensure steady daily coverage across chat, phone, and email channels.
- Serve as the escalation point for complex family situations.
- Maintain the support knowledge base in Notion with current articles, runbooks, and SOPs.
- Run root cause analysis on contact drivers and triage product issues in Linear.
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