Support Operations Lead (US Hours) —

What we need

• 2+ years as a team lead, supervisor or shift lead in support or a contact centre, ideally on US accounts.
• Hands-on configuration experience with at least one helpdesk platform (Zendesk, Intercom, Freshdesk, HubSpot Service, Chatwoot, Gorgias). You should have built workflows in it, not only worked inside one somebody else built.
• Experience migrating a support operation from one system to another, or standing one up from scratch.
• English at C1 or above, spoken and written. You will speak with American parents directly.
• Real command of support metrics: SLA, first response time, answer rate, case ageing, CSAT.
• Hands-on billing experience: refunds, failed payments, subscriptions or invoicing in a customer-facing role.
• Genuine availability 8:00 to 18:00 US Eastern, not "reachable".
• Reliable internet and a workspace suitable for calls.

What you will do

Build and migrate

• Help design the case model: priorities, SLAs, statuses, routing, tagging.
• Run the migration from mailbox and spreadsheets onto the new platform, including the cutover plan and what happens if it goes wrong.
• Configure the platform: automations, macros, assignment rules, reporting.
• Train the team on the new process and keep it from drifting back.

Run the operation

• Run the queue through your shift: assign work, watch cases approaching their deadline, move load between agents.
• Own the phone line: answer rate, callbacks on every missed call, no dropped contact.
• Escalate hard cases to our second line and to the teaching, IT and finance teams, and push them to an answer rather than forwarding and forgetting.
• Hand over the shift: every open case with a status and a next step.
• Check quality against a scorecard and give agents feedback.
• Report daily on the queue and weekly on the numbers.

Billing and onboarding

• Work billing cases end to end: failed and duplicate payments, subscription changes, refund requests, chargeback threats.
• Chase students who have paid but not finished onboarding, and get them activated before the term starts.
• Be the person finance talks to when a parent's payment history and their case history need to line up.

Nice to have

• Experience in education or EdTech, or anywhere the customer is a parent.
• Experience with WhatsApp Business API or Twilio-based telephony.
• Spanish.

What we offer

• Full-time, remote, paid in USD.
• Base 1,500 USD per month plus a performance bonus taking total pay to 2,000 - 2,500 and above.
• Real authority: you move work and raise critical cases without waiting for sign-off.
• A build, not an inheritance. You will shape how support works here, then run it.
• Room to grow: the team is expanding and this role grows with it.