n2y · 1 week ago
Manager, Customer Support
United States
Full-time
Remote
Mid, Senior Level
5+ years expEverway is a leader in Neurotechnology software, dedicated to transforming communication and understanding. The Customer Support Manager will oversee a team of specialists, drive operational improvements, and enhance customer experience through technology-led strategies and AI-enabled tools.
EducationHigher EducationSpecial EducationTutoring
Responsibilities
Lead, coach, and mentor a team of Customer Support Specialists, providing ongoing feedback and development opportunities to maximize performance
Oversee omni-channel customer support operations to ensure all inquiries are handled professionally and within SLA targets, while identifying opportunities to streamline workflows and improve operational efficiency
Serve as the primary escalation point for complex customer issues, coordinating closely with Product, Engineering, and other teams to deliver effective resolutions
Monitor and analyze team performance metrics—including response time, resolution time, and customer satisfaction—using data insights to identify trends, drive process improvements, and inform technology investment decisions
Develop, refine, and optimize support processes and workflows, championing automation, AI-assisted solutions, and other technology-led innovations to improve efficiency and reliability
Manage and enhance the knowledge base, collaborating with specialists to create and optimize self-service resources; ensure content aligns with opportunities for AI-powered search, automated routing, and predictive support
Collaborate cross-functionally with Customer Success, Product, and Marketing to align on customer feedback, product improvements, and initiatives that support operational excellence
Identify trends in customer queries and escalate insights to inform product enhancements, proactive support strategies, and AI-driven predictive support models
Conduct regular team meetings and 1:1s to communicate priorities, review performance, and resolve obstacles
Ensure compliance with customer support best practices and company policies while fostering a customer-centric and innovation-minded culture
Qualification
Required
5+ years of experience in customer support or a similar role, including at least 2 years in leadership, ideally within EdTech or SaaS environments
Proven ability to manage and develop a high-performing support team, with strong coaching and feedback capabilities
Experience with omni-channel support and familiarity with key tools and platforms (e.g., Zendesk, Salesforce), including exposure to automation, AI-based support tools, or workflow optimization technologies
Strong analytical skills with experience tracking and managing KPIs, using data to assess performance, diagnose root causes, and drive operational and process improvements
Exceptional problem-solving capabilities and experience managing escalations with a strategic, root-cause-focused approach
Preferred
Knowledge of the education sector, particularly K-12 or higher education, including common support challenges and technology needs
Experience managing and optimizing a knowledge base with a focus on improving self-service, automation readiness, and customer satisfaction
Familiarity with customer support best practices in cloud-based software, including AI-enabled support tools, workflow automation, and digital process optimization
Strong collaboration skills and experience working cross-functionally to implement operational improvements and technology-driven solutions
Bachelor's degree or equivalent experience in education, business, technology, or related fields
Benefits
Competitive salary with bonus opportunities
Flexible work schedules
Comprehensive health and wellness benefits
Flexible time off plans
Career growth through development programs
Collaborative, innovative culture where your ideas matter
Company
n2y
N2y is a developer of education curricula and teaching materials for K-12 students with special needs.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Providence Equity Partners
2023-04-04Acquired
2019-11-19Private Equity
2016-07-19Private Equity
Leadership Team
Christin Wostmann
CEO,President
Recent News
Company data provided by crunchbase