Note: The job is a remote job and is open to candidates in USA. Cengage is a global education technology company serving millions of learners, and they are seeking a Senior Manager for Customer Support. This role will oversee the operations of the customer support team, ensuring quality service delivery to online learners while leading a remote team of approximately 30 employees.

Responsibilities

• Lead and support a customer service organization focused on responsiveness, accountability, and quality support
• Coach and develop supervisors and frontline team members through regular feedback, performance management, and professional development
• Support onboarding and training efforts to ensure new hires are prepared for success
• Foster a collaborative and positive team environment across a fully remote workforce
• Oversee daily customer support operations, including workflow management, service levels, and quality monitoring
• Monitor and manage key operational metrics such as:
• SLA performance
• Customer satisfaction scores
• Quality assurance results
• Schedule adherence
• Handle time and staffing needs
• Partner with operations and analytics resources to support reporting, forecasting, and continuous process improvement
• Identify opportunities to improve efficiency and streamline support processes
• Help ensure a positive and supportive experience for learners and partners across phone, email, chat, and web-based channels
• Support quality assurance programs, coaching initiatives, and customer feedback efforts
• Partner cross-functionally to address customer concerns and improve the overall learner experience
• Assist with escalation management and support resolution of complex customer issues
• Contribute to operational planning and support organizational growth initiatives
• Collaborate with internal teams on process improvements, support tools, and customer experience enhancements
• Support ongoing efforts to improve scalability, reporting, and service consistency across the support organization

Skills

• 7+ years of customer support or call center experience
• 3+ years of people leadership experience
• Bachelor's degree or equivalent professional experience required
• Experience leading customer support or call center teams in a fast-paced environment
• Experience managing supervisors and/or team leads
• Strong understanding of customer support operations, workforce management, and performance metrics
• Ability to analyze operational data and make informed decisions
• Experience with customer support platforms such as Salesforce Service Cloud or similar systems
• Strong communication, coaching, and interpersonal skills
• Ability to manage competing priorities and lead through change
• Experience managing remote teams preferred
• Experience with multi-channel support operations preferred
• EdTech or online learning industry experience is a plus

Benefits

• You will be eligible to participate in the company’s discretionary incentive bonus program
• 20% Annual: Individual Target

Company Overview

Company H1B Sponsorship