- 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
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Work billing cases end to end: failed and duplicate payments, subscription changes, refund requests, chargeback threats.
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Chase students who have paid but not finished onboarding, and get them activated before the term starts.
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Be the person finance talks to when a parent's payment history and their case history need to line up.
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Experience in education or EdTech, or anywhere the customer is a parent.
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Experience with WhatsApp Business API or Twilio-based telephony.
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Spanish.
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Full-time, remote, paid in USD.
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Base 1,500 USD per month plus a performance bonus taking total pay to 2,000 - 2,500 and above.
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Real authority: you move work and raise critical cases without waiting for sign-off.
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A build, not an inheritance. You will shape how support works here, then run it.
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Room to grow: the team is expanding and this role grows with it.
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