Sr Manager, Customer Support - EdTech/Online Learning Products
Core
Lead and manage a remote customer support organization for ed2go, serving 130,000+ online learners across the US and Canada via phone, email, chat, and web channels.
Role type
Senior Manager, Customer Support Operations
Builds
Customer support operations and learner experience for ed2go
Domain
EdTech / Online Learning
Deliverable
client delivery
Required skills
Call center leadership, team coaching and development, workforce management, operational metrics analysis, Salesforce Service Cloud proficiency, multi-channel support management
Preferred skills
Remote team management, EdTech industry experience
Technologies
Salesforce Service Cloud
Responsibilities
Lead and support a customer service organization focused on responsiveness and quality; Coach and develop supervisors and frontline team members; Oversee daily operations including workflow, SLA performance, and quality monitoring; Partner cross-functionally to address customer concerns and improve the learner experience.
Seniority
Senior, hands-on IC with people leadership