North America

Sr Manager, Customer Support - EdTech/Online Learning Products

United States · Senior

Sponsorship not specified$78k-$110kDetected 21 days ago

SalesforceForecastingPerformance ManagementCustomer SupportResearchLeadershipCommunicationMentoring

About the role

Foster a collaborative and positive team environment across a fully remote workforce.
Strategic & Cross-Functional Partnership

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.
Oversee daily customer support operations, including workflow management, service levels, and quality monitoring.
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.

7+ years of customer support or call center experience
Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com.
About Cengage
Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

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.
20% Annual: Individual Target
$78,000.00 - $110,000.00 USD

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.
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.

We believe in the power and joy of learning
At Cengage, our employees have a direct impact in helping learners around the world discover the power and joy of learning.
We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

This listing is sourced directly from North America's careers page and normalized into a canonical job model.