Senior Customer Support Manager

Job Summary

Leading a remote team of approximately 30 employees, the full-time Senior Customer Support Manager will oversee daily operations of the ed2go customer support team, ensuring high-quality service delivery to over 130,000 online learners annually while managing performance metrics and fostering team development.

Key responsibilities

• Lead and support a customer service organization focused on responsiveness and quality support
• Oversee daily customer support operations, including workflow management and quality monitoring
• Ensure a positive customer experience across various communication channels while addressing complex issues

Required qualifications

• 7+ years of customer support or call center experience
• 3+ years of people leadership experience, preferably managing remote teams
• Strong understanding of customer support operations and performance metrics
• Experience with multi-channel support operations preferred
• Bachelor's degree or equivalent professional experience required