Senior Customer Service Manager

About the role

We are looking for a Senior Customer Service Manager to own and elevate support for a portfolio of high‑volume EdTech applications serving hundreds of thousands of US students. This remote position is ideal for investigative problem‑solvers with deep e‑commerce or DTC support experience.

Key responsibilities

• Own the full ticket queue (~100 tickets/day) across multiple EdTech products using Help Scout.
• Investigate root causes of each ticket, reproduce issues, and provide detailed bug reports to engineering.
• Escalate clearly defined, reproduced bugs and follow them through to resolution.
• Identify recurring patterns and propose actionable product improvements.
• Analyze cancellations and chargebacks to reduce churn and disputes.
• Build SOPs, workflows, and escalation systems ready for scaling a future support team.

Required profile

• Native experience in e‑commerce or DTC customer support (B2C).
• Proven track record managing high‑volume support queues (~100 tickets/day).
• Hands‑on experience with ticketing platforms such as Help Scout, Zendesk, Gorgias, or Freshdesk.
• Strong investigative instincts and ability to track root causes.
• Excellent written English for email‑ and ticket‑based communication.
• Experience with churn analysis, cancellation workflows, or payment dispute handling is a plus.
• Prior experience building SOPs or managing junior support agents is a plus.

Required skills

• Help Scout
• Zendesk
• Gorgias
• Freshdesk

What we offer

• Earn in USD while gaining remote international experience.
• Own a critical function across a growing EdTech portfolio.
• Collaborate directly with product and engineering teams.
• Future team‑lead seat with the opportunity to build and manage a support team.