Head of Support

OpenEd • Springville, UT

1d • Remote

About The Position

The Head of Support owns the end-to-end Support experience at OpenEd, serving as both the operational leader and people leader for our family-facing support function. This role is responsible not just for managing a team, but for designing, running, and continuously improving the systems that support families across the entire customer journey. You will act as the connective tissue between families, Product, and Operations. You’ll build and maintain the operational backbone of Support in HubSpot, ensuring we have the right workflows, dashboards, automation, and insights to scale support with clarity, speed, and empathy. This is both a people leadership role and a systems role. You will coach and develop a high-performing support team while also steering the ship: identifying gaps, building structure where it doesn’t exist, and using data to guide decisions that impact every team that touches the customer.

Requirements

• Proven experience leading or scaling a customer support function, ideally in a fast-growing or complex environment.
• Strong operational and technical fluency with help desk platforms, ideally HubSpot Service Hub.
• Comfortable building dashboards, workflows, and reporting from scratch.
• A systems thinker who enjoys designing how work flows, not just managing outcomes.
• Confident partnering with Product and Operations using data to advocate for families.
• A people-first leader who sets high standards and builds trust with their team.
• Comfortable in ambiguity and energized by building structure where it doesn’t yet exist.
• Adaptable and resourceful in the face of changing programs, policies, and state requirements.

Responsibilities

• Own Support Operations & Systems
• Act as the primary owner of Support tooling and operations in HubSpot Service Hub.
• Design, build, and maintain workflows, automations, ticket routing, and lifecycle stages.
• Create and maintain activity dashboards and reporting that drive clarity, accountability, and decision-making.
• Ensure Support data is reliable, actionable, and shared with the right stakeholders.
• Lead and Develop the Support Team
• Manage, coach, and grow a high-performing team of Support Specialists.
• Set clear expectations for quality, tone, ownership, and follow-through.
• Balance empathy with accountability, helping the team do their best work without burning out.
• Partner with the VP of Success on hiring plans, onboarding, and capacity modeling.
• Scale Through Automation, AI, and Smart Design
• Identify where automation and AI meaningfully improve the family experience and where human support is essential.
• Lead implementation and optimization of chatbots, macros, and self-service flows.
• Reduce repeat questions and manual effort through better design, not just more volume.
• Continuously test, measure, and iterate on workflows as programs and states expand.
• Own Knowledge, Documentation, and Enablement
• Ensure the external knowledge base is accurate, family-friendly, and genuinely useful.
• Maintain internal SOPs, playbooks, and training materials so the team operates with confidence and consistency.
• Partner cross-functionally to keep documentation aligned as policies, timelines, and programs evolve.
• Be the Voice of Support Across the Customer Journey
• Identify recurring issues, systemic friction, and root causes across enrollment, platform, and program experience.
• Bring structured insights, data, and recommendations to Product and leadership.
• Influence roadmap and prioritization decisions based on real family impact.

Benefits

• Competitive salary $150k-$180k + variable and 401k plan + company matching opportunities.
• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, hospital indemnity, HSA, and FSA with dependent care.
• Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours.
• Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.
• Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed