Senior Manager, Parent Support & CX

OpenEd; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

401k with company match

Comprehensive health benefits

Flexible remote work

Generous paid time off

Supportive team culture

Job summary

OpenEd is seeking a Manager, Customer Support to lead a fully remote, nationwide Parent Support team. You will coach agents handling enrollment, funding, assessments, and program deadlines, in chat, phone, and email, while shaping scale and quality.

You will diagnose performance, own QA, ensure coverage, and act as the escalation point for complex cases. Collaboration with Product and Knowledge base ownership are essential.

Qualifications

• 5 years in customer support, with a minimum of 2 years managing a customer support team.
• Experience managing teams across chat, email, and phone.
• Direct B2C support experience. You have directly supported end‑user customers.
• Comfortable handling escalated situations with care and sound judgment.
• Familiarity with CRM/ticketing platforms (HubSpot, Zendesk) including queue/workflow management.
• Analytical enough to find stories in data and hands‑on enough to work the queue.
• Warm, direct communicator who believes support is a morale driver.
• Flexible availability during business hours in Mountain or Central Time for a remote team.

Responsibilities

• Diagnose individual performance and build plans to improve each person’s output.
• Own quality assurance including ticket and call audits and coaching follow‑ups.
• Maintain steady daily coverage across chat, phone, and email.
• Serve as escalation point for hardest family situations and set handling standards.
• Keep Notion knowledge base current with up‑to‑date articles and SOPs.
• Run root cause analyses on recurring drivers and triage product issues in Linear.
• Provide leadership with clear metrics and actionable recommendations.

Skills

Customer support leadership

Team management

Cross-channel support

Analytical thinking

Calm under pressure

Remote team management

Flexible scheduling (MT/CT)

Tools

HubSpot

Zendesk

Job description

OpenEd is seeking a Manager, Customer Support to lead a fully remote, nationwide Parent Support team. You will coach agents handling enrollment, funding, assessments, and program deadlines, in chat, phone, and email, while shaping scale and quality.

You will diagnose performance, own QA, ensure coverage, and act as the escalation point for complex cases. Collaboration with Product and Knowledge base ownership are essential.