Cengage Group

2 weeks ago

Sr Manager, Customer Support - EdTech/Online Learning Products

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Oversee the day-to-day operations of the ed2go customer support organization, serving 130,000+ online learners annually across the United States and Canada. Lead and coach a remote team of ~30 across supervisors, senior/lead representatives, and a call center operations analyst, while partnering with offshore support resources. Own operational metrics like SLA, customer satisfaction, QA results, and schedule adherence, and drive continuous improvements across multi-channel support.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Lead and support a customer service organization focused on responsiveness, accountability, and quality support.
•Coach and develop supervisors and frontline team members through feedback, performance management, and professional development.
•Oversee daily customer support operations, including workflow management, service levels, and quality monitoring.
•Monitor and manage operational metrics such as SLA performance, customer satisfaction, QA results, and schedule adherence.
•Support escalation management and resolution of complex customer issues across phone, email, chat, and web-based channels.

Pay and Benefits

Salary: USD 78,000 - 110,000 annually

Key Requirements

•7+ years of customer support or call center experience.
•3+ years of people leadership experience.
•Experience leading customer support or call center teams in a fast-paced environment.
•Strong understanding of customer support operations, workforce management, and performance metrics.
•Bachelor’s degree or equivalent professional experience required.

Experience:7+ yearsEdTechOnline learningCall centerCustomer support

Education:Bachelor's

Skills:Customer-focused mindsetLeadershipCommunicationCoachingInterpersonal skills

Tech Stack:Salesforce Service Cloud

Company Brief

Cengage Group

Global education and learning company providing textbooks, digital course materials, online learning platforms, and instructional solutions for higher education, K–12, and workforce training programs.

Industry: Education

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Boston, United States

Founded: 2007

Website LinkedIn

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Cengage Group

2 weeks ago

Sr Manager, Customer Support - EdTech/Online Learning Products

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Sr. Manager level

Key Responsibilities

•Lead and support a customer service organization focused on responsiveness, accountability, and quality support.
•Coach and develop supervisors and frontline team members through feedback, performance management, and professional development.
•Oversee daily customer support operations, including workflow management, service levels, and quality monitoring.
•Monitor and manage operational metrics such as SLA performance, customer satisfaction, QA results, and schedule adherence.
•Support escalation management and resolution of complex customer issues across phone, email, chat, and web-based channels.

Pay and Benefits

Salary: USD 78,000 - 110,000 annually

Key Requirements

•7+ years of customer support or call center experience.
•3+ years of people leadership experience.
•Experience leading customer support or call center teams in a fast-paced environment.
•Strong understanding of customer support operations, workforce management, and performance metrics.
•Bachelor’s degree or equivalent professional experience required.

Experience:7+ yearsEdTechOnline learningCall centerCustomer support

Education:Bachelor's

Skills:Customer-focused mindsetLeadershipCommunicationCoachingInterpersonal skills

Tech Stack:Salesforce Service Cloud

Company Brief

Cengage Group

Industry: Education

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Boston, United States

Founded: 2007

Website LinkedIn