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Your Immediate Impact:
- Diagnose individual performance and build clear development plans.
- Steady daily coverage across chat, phone, and email to ensure timely resolutions.
- Bring the support knowledge base current and run root cause analysis on recurring issues.
Success Metrics:
- Monitor CSAT and own the outcomes behind the score.
- Maintain or improve response and resolution times as volume shifts.
- Ensure consistent audit scores with documented coaching tied to every gap.
Who You Are:
- 5+ years in customer support with at least 2 years managing a team.
- Experienced with CRM platforms like HubSpot or Zendesk.
- Comfortable handling escalated situations with care and strong judgment.
Team & Autonomy:
- Lead a fully remote, distributed team and own scheduling, coverage, and service standards.
- Partner with Product and Program to advocate for issues with the biggest family impact.
- Maintain deep working knowledge of the program to lead on substance, not just process.
OpenEd
OpenEd is an education technology company that opens the world to every learner. With over 100,000 students served, they maintain a strong culture with an eNPS of 76, placing them in the top 0.1% of technology companies.