Team Lead, Support

Job not on LinkedIn

🔥 6 minutes ago

🌵 Arizona, Colorado, +26 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $55k - $65k / year

⏰ Full Time

🟠 Senior

✨ Team Lead

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OpenEd.co

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

📚 Education

👥 B2C

Education • B2C

OpenEd. co is a provider of free, state-based homeschooling programs and resources for families. The site offers courses, clubs, cohorts, enrollment guidance, newsletters, and community support to help parents run flexible, at-home education; it emphasizes being widely recommended by homeschool families and operates across multiple U. S. states. Materials and enrollment appear focused on K–12 homeschool support delivered directly to families online (courses, clubs, resources, and informational guides).

📋 Description

• Develop the Team • Run biweekly 1:1s, coaching through real examples and giving clear, constructive feedback. • Develop and deliver team training on new platform features, program updates, and policy changes so the team stays current. • Ensure the team has the knowledge and resources to advocate for families effectively within program constraints. • Grow each team member toward their goals, helping every team member meet quality and service standards. • Mentor team members on complex troubleshooting and escalations. • Serve as the primary point person for agent questions in Slack, keeping the team unblocked and informed. • Help onboard and ramp new hires to confidence and consistency. • Balance empathy with accountability so the team does its best work without burning out. • Provide frontline coverage across tickets and chat. • Serve as the point of escalation for complex tickets and wallet issues. • Hold the line on quality, tone, and response-time standards. • Step in during backlogs and high-volume periods. • Pull and manage weekly team metrics, tracking CSAT against the 93% target. • Watch ticket themes and flag staffing, volume, and systemic risks early. • Turn recurring trends into proactive snippets, deflections, and chat flow fixes. • Allocate resources strategically to the highest-impact problem areas. • Keep the internal knowledge base accurate and current as policies, timelines, and programs change. • Fully own the team’s Facebook support operation, including the Support Question of the Week series. • Respond to and monitor inquiries and comments, and escalate sensitive or high-impact issues.

🎯 Requirements

• Several years in customer support or customer experience, including lead, senior, or mentor responsibility where you coached, trained, or owned team outcomes. • A track record of developing people: onboarding, training, mentoring, and helping teammates reach their goals and standards. • Experience handling complex escalations and sensitive customer situations with discretion and good judgment. • Comfort owning recurring operational work end to end, such as reporting, knowledge base upkeep, or a support channel. • Bonus: experience managing a social or community support channel. • Familiarity with HubSpot or a similar help desk platform, and comfortable in knowledge base tools. • Commitment to maintaining flexible availability during traditional business hours in the Mountain Time Zone. • Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheets, etc. • Access to a smartphone, high-speed internet, computer, webcam, and headset. • Must be eligible to work in the U.S.

🏖️ Benefits

• Bonuses