Support Operations Manager

Tutored by Teachers

2d • $80,000 - $95,000 • Remote

About The Position

We’re looking for someone to own customer support + program operations end-to-end and oversee our support resources. Your primary responsibility is to bring structure, clarity, and scalability to a fast-expanding part of the business.
You’ll own and strengthen our customer support operations, working directly with school and district partners, and build systems that enable flawless program execution. This isn’t about maintaining an existing playbook; it’s about building one that will carry us into our next stage of growth.

Requirements

• Exceptionally strong written & oral communication — much of our culture runs on clear writing, and district partners rely on communication that is crisp, accurate, and empathetic
• High ownership — you proactively solve problems and only escalate when absolutely necessary
• Process architect — you can turn messy workflows into clean, repeatable system
• Detail-obsessed — you understand that in education operations, small misses can ripple into major issues for classrooms and schedules
• Sound judgment — you navigate ambiguity, anticipate downstream impacts, and know when to be flexible vs. process-driven
• Systems thinker — you build processes that account for scale, seasonality, and multiple customer personas
• Scrappy problem-solver — you thrive in fast-changing environments and enjoy creating order from complexity
• AI & automation literate — you use tools to eliminate manual work and accelerate support
• Experience — 3-5+ years in customer support, customer operations, or education operations roles where you’ve built and improved systems
• Required: experience in K12, tutoring, edtech, or multi-stakeholder service environments

Responsibilities

• Respond directly to operational issues: rosters, scheduling, access management, attendance discrepancies, and real-time troubleshooting during tutoring windows.
• Handle complex or escalated support cases with professionalism and care.
• Partner with district technology teams to confirm best practices.
• Ensure every district experiences TbT as a highly responsive, proactive, and outcomes-driven partner.
• Build and document support workflows, escalation paths, and SLAs.
• Select, implement, and optimize support tools (e.g., ticketing system, knowledge base, automation).
• Create internal and external documentation to improve self-service.
• Establish metrics and reporting to track support volume, response times, resolution quality, and trends.
• Serve as Incident Manager during customer-impacting issues, owning triage, internal coordination, external communication, and post-incident follow-up.
• Partner with Product and Engineering to manage customer feedback & bugs, prioritize fixes, and close the loop with customers.
• Work closely with Customer Success & Teaching & Learning Team to ensure smooth handoffs and consistent communication.
• Identify recurring issues and recommend process or product improvements.
• Lay the foundation for a scalable support team, including onboarding, training, and quality standards.
• Manage contractors or future support hires as the team grows.
• Continuously improve the support experience as the company evolves.

Benefits

• Excellent healthcare coverage - we cover 100% of certain health care plans for you and your family!
• Access to 401k to help save for the future
• Well-rounded wellness benefits including access to free and low cost mental health resources and support services
• Fully remote work environment
• Company-owned laptop
• Flexible, Discretionary PTO: We offer flexible paid time off that allows employees to take time away as needed, subject to manager approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees