Remote Senior Manager, EdTech Customer Support

Cengage; United States; On-site; USD 78,000 - 110,000; Full time

Benefits offered by this job

Incentive compensation program

Job summary

Cengage is seeking a Sr Manager, Customer Support to oversee operations for its EdTech products. You will lead a remote team supporting over 130,000 online learners across the U.S. and Canada. The ideal candidate will possess strong leadership skills, a customer-focused mindset, and the ability to improve support processes.

This role emphasizes coaching, operational management, and strategic partnerships within the organization.

Join Cengage, where your efforts will directly impact learners' success!

Qualifications

• 7+ years of customer support or call center experience.
• 3+ years of people leadership experience.
• Experience managing remote teams preferred.

Responsibilities

• Lead and support a customer service organization.
• Monitor and manage operational metrics for service quality.
• Assist with escalation management for complex customer issues.

Skills

Customer service leadership

Call center management

Coaching and development

Data analysis

Education

Bachelor’s degree or equivalent professional experience

Tools

Salesforce Service Cloud

Job description

Cengage is seeking a Sr Manager, Customer Support to oversee operations for its EdTech products. You will lead a remote team supporting over 130,000 online learners across the U.S. and Canada. The ideal candidate will possess strong leadership skills, a customer-focused mindset, and the ability to improve support processes.

This role emphasizes coaching, operational management, and strategic partnerships within the organization.

Join Cengage, where your efforts will directly impact learners' success!