Manager, Customer Support

OpenEd

1d • $80,000 - $90,000 • Remote

About The Position

As the Manager, Customer Support, you own the daily performance of OpenEd's Parent Support team. The families we serve come to your team with questions that carry real weight: enrollment, funding and reimbursements, assessments, and program requirements with deadlines attached. You lead, coach, and develop the agents who handle that work across chat, phone, and email, and you are accountable for how well those families are served every day. This is a hands-on role: you will be in the queue alongside your team, using what you see there to make your agents better, to spot trends before they become escalations, and to shape how OpenEd support scales.

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.

Nice To Haves

• You care that a parent got the right answer, not just that a ticket got closed.
• When a policy is confusing for families, your instinct is to fix the policy rather than coach the team around it.
• You want to be in the queue with your team, not above it.
• You would rather build than inherit a finished machine: hiring, onboarding, SOPs, and workflows are all yours to shape.
• You can see where automation and AI would reduce volume or speed up resolution, and you want a voice in prioritizing that work.
• Supporting families through high-stakes decisions about their children's education feels like work worth doing.

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.
• Own scheduling, channel coverage, queue structure, and the service standards your team is held to, and you participate in hiring and onboarding new agents.
• Partner across Product and Program, advocating in Linear for the issues with the biggest family impact.
• Maintain deep working knowledge of the OpenEd program so you can lead on substance, not just process.

Benefits

• Competitive salary and 401k plan + company matching opportunities.
• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, 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