Customer Support Manager

Job Summary

Leading a fully remote team, the full-time Manager, Customer Support will oversee the daily performance of the Parent Support team, ensuring families receive timely assistance across chat, phone, and email while coaching agents and managing quality assurance processes.

Key responsibilities:

• Diagnose individual performance and develop improvement plans for team members
• Manage quality assurance through ticket and call audits, coaching sessions, and follow-ups
• Handle escalated family situations and maintain the support knowledge base in Notion

Required qualifications:

• 5 years of experience in customer support, with at least 2 years in a management role
• Experience managing teams across chat, email, and phone channels
• Direct business-to-consumer support experience
• Familiarity with CRM or ticketing platforms like HubSpot or Zendesk
• Strong analytical skills to interpret data and improve team performance