Manager, Customer Support

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🔥 0 minutes ago

🌵 Arizona, Colorado, +29 more states – Remote

🌵 Arizona – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote 🦞 Maine – 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 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $80k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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

• Own the daily performance of OpenEd's Parent Support team • Lead, coach, and develop support agents handling family inquiries across chat, phone, and email • Diagnose individual performance and create development plans • Own quality assurance through ticket and call audits, coaching, and follow-through • Maintain daily channel coverage and timely, accurate resolutions • Handle the hardest family escalations and set standards for those conversations • Keep the Notion knowledge base, articles, runbooks, and SOPs current • Conduct root cause analysis on recurring contact drivers • Triage product issues in Linear with evidence from the support queue • Establish actionable reporting on team performance, contact drivers, and family trends • Own scheduling, channel coverage, queue structure, and service standards • Participate in hiring and onboarding new agents • Redesign support processes and workflows • Partner with Product and Program on high-impact issues • Maintain deep working knowledge of the OpenEd program • Report to the Head of Support

🎯 Requirements

• 5 years of customer support experience • Minimum 2 years managing a customer support team • Experience managing teams across chat, email, and phone • Direct business-to-consumer support experience • Experience directly supporting end-user customers • Experience handling escalated and emotionally charged situations • Strong judgment in delicate or ambiguous situations • Experience with a CRM or ticketing platform such as HubSpot, Zendesk, or similar • Experience with queue and workflow management • Analytical ability to interpret data and identify trends • Willingness and ability to work the support queue hands-on • Flexible availability during business hours in Mountain or Central Time • Ability to lead a remote team distributed across U.S. time zones • Must be located in one of the listed U.S. states • Must be authorized to work in the United States • OpenEd participates in E-Verify

🏖️ Benefits

• 401k plan and 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 • Autonomy in work hours • Generous paid time off • Supportive and collaborative team environment