About the Role

The Senior Manager, Customer Support will oversee the day-to-day operations of the ed2go customer support team, supporting more than 130,000 online learners annually across the United States and Canada.

This role will lead a remote team of approximately 30 employees, including customer support supervisors, senior/lead representatives, and a call center operations analyst, while also partnering with offshore support resources.

The ideal candidate brings strong call center leadership experience, a customer-focused mindset, and the ability to lead teams in a fast-paced environment while balancing operational goals with quality service delivery.

What you'll do here:
Team Leadership & Support Operations

• 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.

Operational Management

• 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.

Customer Experience

• 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.

Strategic & Cross-Functional Partnership

• 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 you will need here:

• 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.

Qualifications

• 7+ years of customer support or call center experience
• 3+ years of people leadership experience
• Experience managing remote teams preferred
• Experience with multi-channel support operations preferred
• Bachelor's degree or equivalent professional experience required
• EdTech or online learning industry experience is a plus

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

In this position, you will be eligible to participate in the company's discretionary incentive bonus program. This position's bonus target amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below.

20% Annual: Individual Target

$78,000.00 - $110,000.00 USD