Remote Customer Support Lead

OpenEd; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

401k with company match

Health benefits

Flexible remote work

Generous PTO

Supportive team environment

Job summary

OpenEd is seeking a Manager, Customer Support to lead the remote Parent Support team across the U.S. You will coach agents handling enrollment, funding, assessments, and program requirements, while remaining in the queue to spot trends and improve service. This is a hands-on leadership role with a focus on scale and client impact.

You will own QA, coaching, and reporting, ensure rapid resolutions, and maintain a high CSAT through structured processes and data-driven decisions.

Qualifications

• 5 years in customer support, with at least 2 years in people management.
• Experience managing teams across chat, email, and phone support.
• Direct B2C support experience and handling escalations.
• Familiarity with queue/workflow management in CRM or ticketing systems.

Responsibilities

• Diagnose individual performance accurately and create improvement plans.
• Own quality assurance including audits, coaching, and follow-up on gaps.
• Ensure steady coverage across chat, phone, and email to provide timely resolutions.
• Serve as escalation point for difficult family situations and set handling standards.
• Keep Notion knowledge base current with runbooks and SOPs aligned to policy changes.
• Run root cause analysis on recurring contact drivers and triage product issues with evidence.
• Provide clear reporting on team performance and customer trends for leadership.

Skills

Customer support management

Team leadership

CRM platforms (HubSpot)

CRM platforms (Zendesk)

Analytics

Tools

HubSpot

Zendesk

Linear

Job description

OpenEd is seeking a Manager, Customer Support to lead the remote Parent Support team across the U.S. You will coach agents handling enrollment, funding, assessments, and program requirements, while remaining in the queue to spot trends and improve service. This is a hands-on leadership role with a focus on scale and client impact.

You will own QA, coaching, and reporting, ensure rapid resolutions, and maintain a high CSAT through structured processes and data-driven decisions.