Remote Support Team Lead at edX

Company Overview:
edX is a leading online learning platform that offers high-quality courses from top universities and institutions to learners worldwide. As a remote-first company, we embrace a culture that values flexibility, collaboration, and work-life balance. Our distributed team members work from various locations across the USA, enjoying the freedom to work remotely while contributing to a dynamic and innovative work environment.

Position Summary:
As the Remote Support Team Lead at edX, you will play a crucial role in overseeing and managing our remote customer support team. You will be responsible for leading a team of support specialists to deliver exceptional service to our learners and partners. This fully remote position offers the opportunity to lead a talented team from anywhere in the USA.

Key Responsibilities:
- Lead and mentor a team of remote support specialists to ensure timely and effective resolution of customer inquiries and issues
- Develop and implement strategies to improve customer support processes and enhance overall customer satisfaction
- Monitor team performance metrics and provide regular feedback and coaching to team members
- Collaborate with cross-functional teams to address escalated support issues and drive continuous improvement in support operations
- Contribute to the development of training materials and resources for the support team

Required Qualifications:
- 3+ years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity
- Strong communication and interpersonal skills to effectively lead a remote team
- Proven track record of meeting and exceeding customer service goals and KPIs in a remote work setting
- Ability to work independently, prioritize tasks, and make sound decisions in a fast-paced environment
- Experience using remote collaboration tools such as Slack, Zoom, and helpdesk software

Technical Requirements:
- Dedicated home office space conducive to remote work
- Reliable high-speed internet connection with a minimum speed of 25 Mbps
- Availability to work within specific time zones as needed for team meetings and collaboration

Desired Skills:
- Experience in online education or e-learning industry
- Knowledge of CRM systems and ticketing platforms
- Multilingual proficiency is a plus for supporting a diverse customer base

Compensation & Benefits:
Salary Range: $60,000 - $80,000 per year, commensurate with experience
- Remote work benefits include a home office stipend or equipment provision
- Flexible working hours with consideration for different time zones
- Virtual onboarding process and ongoing professional development opportunities
- Access to remote team collaboration tools and support for virtual team building activities
- Occasional travel requirements for team meetups and company events

How to Apply:
To apply for the Remote Support Team Lead position at edX, please submit your resume and a cover letter highlighting your relevant experience and qualifications to our careers portal. We look forward to reviewing your application and exploring the possibility of welcoming you to our remote team at edX.