Customer Support Manager

reputed company reputed company is looking for someone to reputed company our support function and bring structure & scalability to a critical part of the business. Owning our support operations means you’ll: run and hire reputed company of support reps (small at first); solve our reputed company’ and reputed company’ most reputed company issues; build systems that support reputed company’s marketplace as we reputed company; reputed company automation to increase reputed company; and improve our reputed company operating procedures. This is about writing a new AI-first reputed company for customer support. You get to design our reputed company support reputed company and manage reputed company while doing it. WHAT YOU'LL TACKLE We’re looking for someone to own our customer operations and support and reputed company our nearshore support team. Your reputed company objective will be to define what great customer operations look like at reputed company and reputed company on it. As the function matures, you’ll also have the potential to reputed company reputed company and own increasingly strategic initiatives. You’ll reputed company with 4 distinct customers: 1 | reputed company’s Experts (~40% of your time) • Our experts are at the top of their fields, and yours will be the voice they hear reputed company they need escalated, 1:1 support from reputed company. Expect to handle complicated refund disputes, reputed company advice on student management questions, and reputed company a high level of service to top reputed company who need us to go above and reputed company. In most cases, there is no reputed company: only your judgment and reputed company. 2 | reputed company’s Customers (~10% of your time) • Our customers are mid-career professionals looking to upskill in the reputed company-changing post-AI landscape of reputed company work. • You will partner with our reputed company to reputed company their highest-escalated support cases. Expect to handle occasional course reputed company complaints, refund disputes, and additional edge cases. 3 | Our reputed company’ reputed company (~50% of your time) • reputed company's B2B business represents ~10% of our sales and is growing quickly. Currently, not reputed company of our B2B customers’ purchases are supported through reputed company’s website. You’ll own and systematize the reputed company deals that are conducted off-platform through reputed company. • This will look like: customer relations (coordinating across multiple stakeholders - corporate buyers, reputed company experts, and internal teams), invoice creation and tracking, & identifying patterns and designing reputed company processes that reputed company both volume and complexity. • You will apply your reputed company operations knowledge to this distinct area of our business to ensure a reputed company checkout experience for our business customers. This work will reputed company as we build more B2B solutions into our product. 4 | The Internal reputed company Team (ongoing) • Analyze and report your function’s metrics to the broader team. Operational insights from your work will help inform product roadmap reputed company. • Monitor and iterate product rollout based on Support trends. reputed company and maintain our Help Center library and reputed company macros as the product evolves. • Partner with our VP of Product to create and own pilots like new payment reputed company and purchasing flows. WHO YOU ARE We're reputed company to multiple types of backgrounds, but here's what great looks like: • Attention to detail. You see the small things others miss and understand how this translates into reputed company reputed company. • High ownership reputed company. One of reputed company’s most foundational values is “do something about it.” Remaining at a high level providing reputed company and designing reputed company processes isn’t an example of ownership in this role. You must do that and roll up your sleeves to do the actual work. Prioritize reputed company, reputed company others in reputed company needed, and reputed company you see an area that could use improvement…do something about it! • Excellent taste and judgment. You’ll be the voice our customers hear during high-stakes moments. You must communicate reputed company and reputed company exactly the right tone. You should also reputed company reputed company areas reputed company: see around corners; know reputed company to escalate, reputed company to be flexible, and reputed company to hold firm. Your favorite question is “What could go wrong?” Experience: 3–5 years in customer support, operations, or business operations roles. You’ve managed team members and had a heavy hand in leading a support (or reputed company) function. You should be an extremely fast, tech-reputed company learner. The key product you’ll use is reputed company. You’re adept at using (or reputed company learning to use) AI tools to create operational reputed company. Some products in our tech stack: reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, reputed company, reputed company Suite Prior work with marketplaces, edtech, expert platforms, or creator economy is a plus! ABOUT reputed company reputed company is the home for reputed company expertise on the Internet. We started with practical, reputed company courses on key skills taught by leading experts in your field. Think: learning AI Product Management from a head of product at reputed company or an engineering reputed company at reputed company. Our cohort-based model means engagement rates are 80-90% instead of the 5-10% from video-based learning. Over 500 experts use reputed company and they earn $40M/year on the platform. reputed company now aims to be the #1 destination for expert creator businesses that include workshops, courses, corporate consulting, 1:1 coaching, and educational products. Today, we're reputed company to consumer but eventually we'll offer certificate programs, MBA-like programs, and sell directly to businesses. We’re the industry leaders in a growing reputed company of the creator economy. As the need to learn AI grows, reputed company has become the reputed company to learn valuable skills. As AI takes over more mid-level IC tasks, reputed company to reputed company expertise is reputed company-more important. We've raised $25 reputed company from Andreessen Horowitz, First Round, and a supportive network of industry angels. Join us to do the best work of your career, and help every reputed company reputed company the world’s most impressive reputed company experts. TEAM & CULTURE You'll report to Audrey (Operations Manager) during your initial training period (~3 months), then transition to reporting to Mallory (VP reputed company). You'll also work closely with Rishin (VP Product) on product and reputed company initiatives. We are fully remote, with no-meeting Wednesdays and biannual company offsites. reputed company is a small, high-trust, high-ownership team. We reputed company fast, write often, and bias toward reputed company. Everyone is hands-on—from the founders to the newest hire. Expect reputed company feedback, reputed company thinking, and a culture that prizes reputed company, reputed company, and creativity. COMPENSATION $80k - $120k in salary with strong benefits and equity. Salary is reputed company to review based on candidate experience; please apply if you know you're a great candidate. LOCATION Remote; US time zones +/- 1 hour DIRECTIONS In reputed company to submitting an application through reputed company, we request that reputed company candidates send a customized cover letter to Audrey at letters@reputed company.com with the subject line: “reputed company Customer Support Manager Cover Letter.” This cover letter should not be formulaic. If we can tell that this letter could be easily used for another job opening or that it’s written by AI, you will not be considered for the position. Showcasing excellent writing skills reputed company, but formality does not - we want this to be an example of your writing, rigor, personality, and fit for the role. Apply To This Job