Lead Support Agent

Job Summary

To support a growing student support team, the full-time remote Lead Support Agent will handle student inquiries, train new recruits, and manage complex cases while ensuring high-quality customer service standards are met.

Key responsibilities

• Handle student inquiries across email, phone, and text, ensuring personalized and accurate responses
• Train and onboard new Customer Support Agents, providing guidance on policies and communication standards
• Manage escalated and complex cases, making judgment calls and ensuring resolution in line with company policies

Required qualifications

• Proven experience in customer or student support with a track record of excellent communication
• Outstanding written and verbal English skills, exemplifying clear and courteous replies
• Sound judgment and composure under pressure, especially with sensitive cases
• Natural coaching ability, providing specific and encouraging feedback to new agents
• Fluency with support tools such as help desk systems and CRM software