Oversee a team of Customer Support Specialists, guiding them to provide support across chat, phone, and email.
Drive operational improvements, embedding technology-led strategies, and leveraging AI-enabled tools.
Ensure inquiries are resolved promptly, manage escalations, and lead continuous optimization.

Main Responsibilities:

Monitor and analyze team performance metrics—including response time, resolution time, and customer satisfaction.
Develop support processes and workflows, championing automation and AI-assisted solutions.
Collaborate cross-functionally with Customer Success, Product, and Marketing to align on customer feedback and product improvements.

Essential Criteria:

5+ years of experience in customer support with 2 years in leadership, ideally within EdTech or SaaS.
Proven ability to manage and develop a high-performing support team.
Strong analytical skills with experience tracking and managing KPIs to drive improvements.

Everway

Everway (formerly n2y/Texthelp) is a global company that provides Neurotechnology software, which helps transform the way people understand and are understood. They have over 500 team members spanning seven countries and pride themselves on their core values that are embedded within their culture.

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