Manager, Customer Support (EdTech)

Location: Remote within the listed U.S. states: Arkansas, Arizona, Colorado, Florida, Georgia, Idaho, Indiana, Illinois, Iowa, Kansas, Massachusetts, Maryland, Minnesota, Missouri, Montana, North Carolina, New Mexico, Nevada, New York, Ohio, Oklahoma, Oregon, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, and West Virginia. Business-hours availability in Mountain or Central Time is required.

Salary: $80,000–$90,000 per year, with bonus opportunities.

Company

hirify.global provides customized education and learning resources to families and has served more than 100,000 students.

What you will do

• Lead, coach, and develop Parent Support agents handling chat, phone, and email inquiries.
• Manage daily scheduling, channel coverage, queue structure, service standards, and escalations.
• Own quality assurance through ticket and call audits, coaching sessions, and follow-through on identified gaps.
• Keep the Notion knowledge base, runbooks, and SOPs aligned with changing policies.
• Analyze recurring contact drivers, triage product issues in Linear, and recommend improvements across Product and Program.
• Create actionable reporting on CSAT, response and resolution times, team performance, contact drivers, escalations, and family trends.

Requirements

• At least 5 years of customer support experience, including a minimum of 2 years managing a customer support team.
• Experience managing teams across chat, email, and phone in a direct business-to-consumer support environment.
• Experience with a CRM or ticketing platform such as HubSpot, Zendesk, or a similar system, including queue and workflow management.
• Ability to handle escalated and emotionally charged customer situations with care and sound judgment.
• Strong analytical, communication, coaching, and hands-on queue-management skills.
• Flexible availability during business hours in Mountain or Central Time while working remotely from an accepted U.S. state.

Nice to have

• Experience identifying opportunities for automation and AI in customer support.
• Experience building hiring, onboarding, SOP, and workflow practices from the ground up.

Culture & Benefits

• Fully remote work with some autonomy over working hours and an emphasis on work-life balance.
• Competitive salary, 401(k) plan, and company matching opportunities.
• Health benefits including medical, dental, vision, life, critical illness, accident, short- and long-term disability, HSA, and FSA with dependent care.
• Generous paid time off.
• Supportive and collaborative working environment focused on customer impact, transparency, learning, ownership, and high-quality execution.