Manager, Customer Care (EdTech)

Location: Columbia, Maryland, USA; hybrid schedule with four in-office days per week, Monday–Thursday

Salary: $60,000–$70,000 per year

Company

hirify.global supports Walden University, an online higher-education institution serving adult learners across the United States and more than 115 countries.

What you will do

• Supervise and manage a team of customer service professionals.
• Develop measurable customer service strategies and improve the online service model each quarter.
• Oversee front-line support through email, phone, and live chat.
• Collaborate with other teams to ensure consistent service delivery across the organization.
• Provide customer and technical support, including troubleshooting browsers, internet connections, email applications, and related systems.
• Manage operational support during successful term starts and perform other assigned duties.

Requirements

• Working hours: Sunday–Thursday, 2:00 p.m.–11:00 p.m. EST.
• Bachelor’s and master’s degrees are required.
• 3–5 years of related experience and mid-level management experience.
• Excellent customer service and project management skills.
• Intermediate knowledge of e-learning software, web-based technologies, databases, and Macintosh and PC systems.
• Advanced Microsoft Office Suite skills; ability to work some weekends and travel 5–10%.

Nice to have

• Experience in an organization combining academic and business operations.

Culture & Benefits

• Hybrid work environment with regular in-office collaboration.
• Health, dental, vision, life, and disability insurance.
• 401(k) retirement program with a 6% employer match.
• Flexible Time Off policy.
• 12 paid holidays.