Plan, forecast, and allocate SOS team capacity across four product lines
Balance competing demands while maintaining service quality standards
Provide visibility into team capacity, constraints, and resource needs
Identify when process improvements, automation, or staffing changes are needed
Hire, onboard, and train new team members as needed
Conduct regular 1:1 meetings (at least quarterly) and annual performance reviews
Facilitate weekly team meetings and maintain psychological safety
Coach team members to grow their skills and advance their careers
Monitor support systems (Freshdesk) and optimize scheduling

Bachelor's degree in technical, management, business, education technology, or related field
3-5 years leading customer support or operations teams
Experience in online learning, education technology, or similar digital service environments
Demonstrated success with metrics management, capacity planning, and cross-functional collaboration
High emotional intelligence with strong active listening skills
Ability to coach, mentor, and develop others
Skilled at conflict resolution and maintaining team morale
Strong project planning and organizational skills

SOS Team Manager

Key skills