Manager, Customer Support

OpenEd is an education technology company helping families access customized education and resources nationwide. The Manager, Customer Support leads the daily performance and development of the Parent Support team, overseeing multichannel service delivery, quality assurance, escalations, knowledge management, root cause analysis, reporting, scheduling, and process improvement.

Responsibilities:

• Diagnose individual performance accurately and early. Identify who is underperforming and who is performing above their level, and build a clear plan to move each person forward with the tools we have today
• Take ownership of quality assurance, including ticket and call audits, coaching sessions, and follow-through on the gaps those audits surface
• Steady daily coverage across chat, phone, and email so families get timely, accurate resolutions no matter which channel they choose
• Become the escalation point for the hardest family situations, and set the standard for how those conversations are handled
• Bring the support knowledge base in Notion current, keeping articles, runbooks, and SOPs aligned to policy as it changes
• Run root cause analysis on recurring contact drivers instead of absorbing them, and triage product issues in Linear with evidence from the queue behind them
• Establish reporting leadership can act on: what the numbers are, what they mean, and what we should do about them
• You own scheduling, channel coverage, queue structure, and the service standards your team is held to, and you participate in hiring and onboarding new agents
• You have real latitude to redesign processes and workflows. The expectation is that you bring evidence from the queue and a recommendation, not just a problem
• You partner across Product and Program, advocating in Linear for the issues with the biggest family impact
• You are expected to maintain deep working knowledge of the OpenEd program so you can lead on substance, not just process

Requirements:

• 5 years in customer support, with a minimum of 2 years managing a customer support team. This is not a first-time management role
• Experience managing teams working across chat, email, and phone
• Direct business-to-consumer support experience. You have directly supported end-user customers
• Comfortable handling escalated and emotionally charged situations with care, and strong judgment in delicate or ambiguous moments
• Experience with a CRM or ticketing platform such as HubSpot, Zendesk, or similar, including queue and workflow management
• Analytical enough to find the story in the data, and hands-on enough to work the queue yourself
• A direct and warm communicator who understands that support is a function where morale either collapses or lifts the entire team
• Committed to flexible availability during business hours in Mountain or Central Time, leading a remote team distributed across U.S. time zones