Key skills
Communication
About this role
Role Overview
- Lead, coach, and mentor a team of Customer Support Specialists
- Oversee daily team operations
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Assist with workforce planning
- Actively participate in frontline support
- Develop and maintain deep expertise in the platform
- Oversee complex or escalated cases
- Advocate for customers across internal teams
- Identify trends in customer challenges
- Monitor and analyze key support metrics
- Provide regular reporting on team performance
Requirements
- 2–3 years of Customer Support experience, with at least 1 year in a supervisory, lead, or mentorship role
- Strong written and verbal communication skills, with exceptional attention to detail
- Demonstrated ability to coach and develop team members in a fast-paced environment
- Proven organizational, time-management, and prioritization skills
- Ability to manage escalations and guide teams through complex problem-solving
- A genuine passion for education and improving the customer experience
Benefits
- Exceptional service culture
- Performance-driven environment
- 100% remote since day one
- Opportunities for growth