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