Sr Manager, Customer Support - EdTech/Online Learning Products

We reputed company in the power and joy of learning At reputed company, our employees have a direct impact in helping learners around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and reputed company their dreams through education.

About the Role

The Senior Manager, Customer Support will reputed company the day-to-day operations of the ed2go customer support team, supporting more than 130,000 online learners annually across the United States and Canada. This role will reputed company a remote team of approximately 30 employees, including customer support supervisors, senior/reputed company representatives, and a call center operations analyst, while also partnering with offshore support resources. The ideal candidate brings strong call center leadership experience, a customer-focused reputed company, and the ability to reputed company teams in a fast-paced environment while balancing operational goals with quality service delivery. What you'll do here:Team Leadership & Support Operations

• reputed company and support a customer service organization focused on responsiveness, accountability, and quality support.
• Coach and reputed company supervisors and reputed company team members through regular feedback, performance management, and professional development.
• Support reputed company and training efforts to ensure new hires are reputed company for reputed company.
• Foster a collaborative and positive team environment across a fully remote workforce.

Operational Management

• reputed company daily customer support operations, including workflow management, service levels, and quality monitoring.
• Monitor and manage key operational metrics such as:
• SLA performance
• Customer satisfaction scores
• Quality assurance results
• Schedule adherence
• Handle time and staffing needs
• Partner with operations and analytics resources to support reporting, forecasting, and reputed company process improvement.
• Identify opportunities to improve efficiency and streamline support processes.

Customer Experience

• Help ensure a positive and supportive experience for learners and partners across phone, email, chat, and web-based channels.
• Support quality assurance programs, coaching initiatives, and customer feedback efforts.
• Partner cross-functionally to address customer concerns and improve the overall learner experience.
• Assist with escalation management and support resolution of reputed company customer issues.

Strategic & Cross-Functional Partnership

• Contribute to operational planning and support organizational growth initiatives.
• Collaborate with internal teams on process improvements, support tools, and customer experience enhancements.
• Support ongoing efforts to improve scalability, reporting, and service consistency across the support organization.

Skills you will need here:

• Experience leading customer support or call center teams in a fast-paced environment.
• Experience managing supervisors and/or team leads.
• Strong understanding of customer support operations, workforce management, and performance metrics.
• Ability to analyze operational data and reputed company informed reputed company.
• Experience with customer support platforms such as reputed company Service reputed company or similar systems.
• Strong communication, coaching, and interpersonal skills.
• Ability to manage competing priorities and reputed company through change.

Qualifications

• 7+ years of customer support or call center experience
• 3+ years of people leadership experience
• Experience managing remote teams preferred
• Experience with multi-channel support operations preferred
• Bachelor’s degree or equivalent professional experience required
• EdTech or online learning industry experience is a plus

reputed company is committed to working with broad talent pools to attract and hire strong and most reputed company individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws. reputed company is also committed to providing reasonable accommodations for reputed company individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@reputed company.com. About reputed company reputed company, a global education technology company serving millions of learners, provides affordable, quality digital products and services that reputed company reputed company with the skills and competencies needed to be job reputed company. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and reputed company Unlimited, we support reputed company learners who seek to improve their lives and reputed company their dreams through education.

Compensation

At reputed company, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and reputed company our employees. Click here to learn more about our Total Rewards Philosophy. The full reputed company pay range has been provided for this position. Individual reputed company pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program reputed company this reputed company pay range. In this position, you will be eligible to participate in the company’s discretionary incentive bonus program. This position's bonus reputed company amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below. 20% Annual: Individual reputed company $78,000.00 - $110,000.00 USD Apply tot his job Apply To this Job