Manager, Customer Support

About OpenEd At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country. Our Culture (The Foundation of Everything We Do) Culture at OpenEd is intentional. It’s defined by what we promote—and what we tolerate. Our latest eNPS (employee net promoter score) of 76 places OpenEd in the top .1% of technology companies. Our values aren't just words; they are non-negotiable principles that guide every decision: Customer First – Obsessed with delivering value; we fight tirelessly for our learners and families. Hard Choices, Easy Life – Face challenges directly, swiftly, and transparently. I Did > We Should – Action over theory; bring experiments, not just opinions. Learn Out Loud – Share your growth openly; feedback is a gift, ego is the enemy. Prioritize Ruthlessly – Excellence in the few critical areas over mediocrity everywhere. Fast AND World Class – Speed doesn’t compromise quality. Strong Opinions, Weakly Held – Advocate passionately, adjust readily. Make Others Famous – Elevate your colleagues, partners, and community. We're currently accepting applications from those living in: AR, AZ, CO, FL, GA, ID, IN, IL, IO, KS, MA, MD, MN, MO, MT, NC, NM, NV, NY, OH, OK, OR, RI, SC, TN, TX, UT, VA, WA, WI, WV. As the Manager, Customer Support, you own the daily performance of OpenEd's Parent Support team. The families we serve come to your team with questions that carry real weight: enrollment, funding and reimbursements, assessments, and program requirements with deadlines attached. You lead, coach, and develop the agents who handle that work across chat, phone, and email, and you are accountable for how well those families are served every day. This is a hands-on role: you will be in the queue alongside your team, using what you see there to make your agents better, to spot trends before they become escalations, and to shape how OpenEd support scales. Your Immediate Impact Diagnose individual performance accurately and early. Identify who is underperforming and who is performing above their level, and build a clear plan to move each person forward with the tools we have today. Take ownership of quality assurance, including ticket and call audits, coaching sessions, and follow-through on the gaps those audits surface. Steady daily coverage across chat, phone, and email so families get timely, accurate resolutions no matter which channel they choose. Become the escalation point for the hardest family situations, and set the standard for how those conversations are handled. Bring the support knowledge base in Notion current, keeping articles, runbooks, and SOPs aligned to policy as it changes. Run root cause analysis on recurring contact drivers instead of absorbing them, and triage product issues in Linear with evidence from the queue behind them. Establish reporting leadership can act on: what the numbers are, what they mean, and what we should do about them. Success Metrics: CSAT : monitored closely, with ownership of the outcomes behind the score, not just the score itself. Response and resolution times : held or improved across chat, phone, and email as volume shifts. Quality bar : consistent audit scores across the team, with documented coaching tied to every gap surfaced. Team performance : every agent has an active development plan and measurable movement against it. Contact drivers : recurring issues resolved at the root through policy, knowledge base, automation, or product, rather than repeating month over month. Escalation health : fewer surprise escalations, because trends are caught and raised early. Reporting cadence : regular, clear reporting on team performance, contact drivers, and family trends that leadership uses to make decisions. Who You Are: 5 years in customer support, with a minimum of 2 years managing a customer support team. This is not a first-time management role. Experience managing teams working across chat, email, and phone. Direct business-to-consumer support experience. You have directly supported end-user customers. Comfortable handling escalated and emotionally charged situations with care, and strong judgment in delicate or ambiguous moments. Experience with a CRM or ticketing platform such as HubSpot, Zendesk, or similar, including queue and workflow management. Analytical enough to find the story in the data, and hands-on enough to work the queue yourself. A direct and warm communicator who understands that support is a function where morale either collapses or lifts the entire team. Committed to flexible availability during business hours in Mountain or Central Time, leading a remote team distributed across U.S. time zones. This Role Will Excite You IF: You care that a parent got the right answer, not just that a ticket got closed. When a policy is confusing for families, your instinct is to fix the policy rather than coach the team around it. You want to be in the queue with your team, not above it. You would rather build than inherit a finished machine: hiring, onboarding, SOPs, and workflows are all yours to shape. You can see where automation and AI would reduce volume or speed up resolution, and you want a voice in prioritizing that work. Supporting families through high-stakes decisions about their children's education feels like work worth doing. Team & Autonomy: You lead a fully remote team of Parent Support agents distributed across U.S. time zones, serving families nationwide. You own scheduling, channel coverage, queue structure, and the service standards your team is held to, and you participate in hiring and onboarding new agents. You have real latitude to redesign processes and workflows. The expectation is that you bring evidence from the queue and a recommendation, not just a problem. You partner across Product and Program, advocating in Linear for the issues with the biggest family impact. You are expected to maintain deep working knowledge of the OpenEd program so you can lead on substance, not just process. Reporting Line: Reports to the Head of Support Company Benefits: Competitive salary and 401k plan + company matching opportunities. Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care. Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours. Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work. Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect. EEO Statement OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. OpenEd participates in E-Verify.