Fast Facts
We are seeking a Customer Support Manager to lead a team of specialists in providing exceptional omnichannel support, focusing on operational improvements and leveraging technology to enhance customer experience.
Responsibilities: Oversee customer support operations, manage escalations, analyze team performance, implement technological enhancements, and collaborate cross-functionally for operational excellence.
Skills: 5+ years in customer support, including leadership, experience with omni-channel support tools (e.g., Zendesk, Salesforce), strong analytical skills, and problem-solving capabilities.
Qualifications: Bachelor's degree or equivalent experience preferred, with knowledge of the education sector and experience optimizing knowledge bases and self-service resources.
Location: Remote, USA
Compensation: Not provided by employer. Typical compensation ranges for this position are between $80,000 - $120,000.
About the role
As the Customer Support Manager, you will oversee a team of Customer Support Specialists, guiding and developing them to provide exceptional support to our customers across chat, phone, and email. Beyond day-to-day management, you will play a pivotal role in driving operational improvements, embedding technology-led strategies, and leveraging AI-enabled tools to enhance efficiency and customer experience. In this role, you will ensure that inquiries are resolved promptly, manage escalations, and lead continuous optimization of support processes, resources, and systems. Your leadership will help foster a high-performing, customer-centric culture that meets and exceeds service expectations.
Main Responsibilities
- Lead, coach, and mentor a team of Customer Support Specialists, providing ongoing feedback and development opportunities to maximize performance.
- Oversee omni-channel customer support operations to ensure all inquiries are handled professionally and within SLA targets, while identifying opportunities to streamline workflows and improve operational efficiency.
- Serve as the primary escalation point for complex customer issues, coordinating closely with Product, Engineering, and other teams to deliver effective resolutions.
- Monitor and analyze team performance metrics—including response time, resolution time, and customer satisfaction—using data insights to identify trends, drive process improvements, and inform technology investment decisions.
- Develop, refine, and optimize support processes and workflows, championing automation, AI-assisted solutions, and other technology-led innovations to improve efficiency and reliability.
- Manage and enhance the knowledge base, collaborating with specialists to create and optimize self-service resources; ensure content aligns with opportunities for AI-powered search, automated routing, and predictive support.
- Collaborate cross-functionally with Customer Success, Product, and Marketing to align on customer feedback, product improvements, and initiatives that support operational excellence.
- Identify trends in customer queries and escalate insights to inform product enhancements, proactive support strategies, and AI-driven predictive support models.
- Conduct regular team meetings and 1:1s to communicate priorities, review performance, and resolve obstacles.
- Ensure compliance with customer support best practices and company policies while fostering a customer-centric and innovation-minded culture.
Essential Criteria
- 5+ years of experience in customer support or a similar role, including at least 2 years in leadership, ideally within EdTech or SaaS environments.
- Proven ability to manage and develop a high-performing support team, with strong coaching and feedback capabilities.
- Experience with omni-channel support and familiarity with key tools and platforms (e.g., Zendesk, Salesforce), including exposure to automation, AI-based support tools, or workflow optimization technologies.
- Strong analytical skills with experience tracking and managing KPIs, using data to assess performance, diagnose root causes, and drive operational and process improvements.
- Exceptional problem-solving capabilities and experience managing escalations with a strategic, root-cause-focused approach.
Desirable Criteria
- Knowledge of the education sector, particularly K-12 or higher education, including common support challenges and technology needs.
- Experience managing and optimizing a knowledge base with a focus on improving self-service, automation readiness, and customer satisfaction.
- Familiarity with customer support best practices in cloud-based software, including AI-enabled support tools, workflow automation, and digital process optimization.
- Strong collaboration skills and experience working cross-functionally to implement operational improvements and technology-driven solutions.
- Bachelor’s degree or equivalent experience in education, business, technology, or related fields.
Please submit your application on our website by Monday 26 January 2026.
Please note: applications may close early due to high demand, so early submission is encouraged.
