Remote Participant Support Manager

Road Scholar; United States; On-site; USD 75,000 - 82,000; Full time

Benefits offered by this job

Medical, Dental and Vision Insurance

403(b) Retirement Plan with 5% company

Up to 20 days PTO annually

Paid week off at end of December

Job summary

Road Scholar is seeking a Manager of Participant Support to oversee the Participant Support team, ensuring efficient operations, high-quality customer service, and collaboration with Marketing, Participant Experience, Travel, and Programs. The role is fully remote in the United States, with a compensation range of $75,000–$82,000 based on experience.

The role emphasizes leadership, process improvement, and a strong focus on participant satisfaction and operational excellence.

Qualifications

• 5-7+ years in service delivery or participant/customer experience environments.
• 3-5+ years of direct and indirect people leadership experience.
• Experience with performance metrics, quality standards, and team-level reporting.
• Strong coaching and development skills for frontline staff and Supervisors.
• Ability to prioritize workload and work autonomously in a fast-paced setting.

Responsibilities

• Oversee daily Participant Support operations including workload distribution and escalation management.
• Ensure service levels, quality standards, and productivity targets are met and communicated.
• Resolve complex participant issues with sound judgment and a focus on satisfaction.
• Manage ADA funding requests and other specialized processes with precision and compliance.
• Lead, coach, and develop Supervisors and Participant Support staff to achieve goals.
• Collaborate with Marketing, Participant Experience, Travel, and Programs to improve workflow and enrollments.

Skills

Leadership

Customer service

Problem solving

Communication

Project management

Education

Bachelor's degree or 5 years’ experience in high volume Call/Contact Center

Tools

Microsoft Office

Job description

Road Scholar is seeking a Manager of Participant Support to oversee the Participant Support team, ensuring efficient operations, high-quality customer service, and collaboration with Marketing, Participant Experience, Travel, and Programs. The role is fully remote in the United States, with a compensation range of $75,000–$82,000 based on experience.

The role emphasizes leadership, process improvement, and a strong focus on participant satisfaction and operational excellence.