Manager, Customer Support

2 weeks ago
Full-time
Senior
Customer and Technical Support
Coursedog

Coursedog

Coursedog is an Intelligent Academic Operations Platform founded in 2018 by Columbia University computer science students Justin Wenig and Nick Diao. Based in New York, the company focuses on enhancing academic operations within higher education institutions. Coursedog aims to improve student success by modernizing processes that facilitate course enrollment and timely graduation. The platform offers a range of services, including cloud-based academic and event scheduling, curriculum management, online catalogs, assessment and reporting tools, workflow automation, and real-time data integration. These features help educational institutions streamline operations and make data-driven decisions. Coursedog serves over 300 educational institutions, including notable universities like Columbia University, Stanford, and BYU, as well as community colleges and professional schools. The platform supports students by providing easier access to course information and scheduling, ultimately promoting on-time program completion and operational efficiency for institutions.

information technology & services
51-200
Founded 2018
$111M raised

Description

  • Lead and scale a high-performing team of Technical Support Analysts.
  • Own support KPIs including ticket backlog, CSAT, SLAs, average resolution time, deflection rate, and self-service resolution rate.
  • Manage the support team’s tools and operations, including Salesforce, Jira, and Notion.
  • Analyze ticket volumes and quality trends to identify customer pain points and process improvements.
  • Build onboarding plans for new Technical Support Analysts and support staffing recommendations based on forecasted demand.
  • Train and coach the team on technical expertise, product knowledge, AI/automation tools, and quality standards.
  • Conduct deep-dive ticket reviews, establish coaching practices, and lead annual performance reviews.
  • Partner cross-functionally with Product, Engineering, Customer Success, Data Engineering, and User Education to share insights and improve customer-facing experiences.
  • Manage rollout of large feature releases, including QA, documentation, and training.
  • Project manage the implementation and ongoing support of the global Customer Support team and serve as the point person for a third-party vendor.
  • Champion AI-driven tools and automation to improve workflow efficiency, ticket deflection, self-service, and operational scalability.
  • Continuously evaluate new processes, tooling, and emerging support practices to improve team effectiveness and customer satisfaction.

Requirements

  • 3+ years leading a technical support team in an enterprise or high-growth organization.
  • Proven success scaling high-functioning support teams.
  • Strong experience with APIs and technical troubleshooting.
  • Hands-on experience with support tools such as Salesforce and ServiceNow.
  • Hands-on experience deploying AI-enabled support capabilities in production, such as agent-assist tools, AI chatbots, intelligent routing, or automated deflection workflows.
  • Experience evaluating vendors and driving adoption of AI and automation solutions across a team.
  • Demonstrated ability to improve support workflows, team efficiency, and customer outcomes through AI and automation.
  • Strong analytical and problem-solving skills with a bias for action and a growth mindset.
  • Deep familiarity with modern customer support platforms and operational tooling.
  • Proven success partnering cross-functionally with Engineering and Product teams to resolve complex technical issues and advocate for customer needs.
  • Exceptional written and verbal communication skills.
  • Ability to learn new technologies, systems, and processes quickly.
  • Comfort working in fast-paced, high-growth environments with evolving priorities.

Benefits

  • Base salary of $110,000–$130,000, with total on-target earnings of $130,000–$150,000 including performance-based variable compensation.
  • Health, dental, and vision coverage with a fixed contribution model.
  • Access to wellness benefits including Spring Health, XP Health, Carrot Fertility, and One Medical.
  • Pre-tax savings options through HSA and FSA accounts.
  • 401(k) plan available from day one, with a 4% employer match starting January 1, 2026 for eligible contributors.
  • Unlimited paid time off.
  • Remote-first work environment.
  • Company equity with vesting and promotion-based grant reviews.
  • Up to 6 weeks of paid bonding leave for all parents and an additional 6 weeks of paid medical recovery leave for birthing parents.

Interested in this position?

Apply directly on the company website

Apply Now

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