Support Operations Lead (US Hours) —
# Support Operations Lead (US Hours) — **Legacy Online School** · Remote · `Remote` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Get on Board (LATAM)* --- ### About the Role - 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. 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. - Experience in education or EdTech, or anywhere the customer is a parent. - Experience with WhatsApp Business API or Twilio-based telephony. - Spanish.
Наблюдалась 2026-10-07, впервые 2026-10-07, источник — Get on Board (LATAM).