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Manager, Customer Support

Remote, USA

At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood. 

We’re a global community of over 500 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.

We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.

Join us at Everway - together, we can unlock the full potential of every mind.

About the role

As the Customer Support Manager, you will oversee a team of Customer Support Specialists, guiding and developing them to provide exceptional support to our customers across chat, phone, and email. Beyond day-to-day management, you will play a pivotal role in driving operational improvements, embedding technology-led strategies, and leveraging AI-enabled tools to enhance efficiency and customer experience. In this role, you will ensure that inquiries are resolved promptly, manage escalations, and lead continuous optimization of support processes, resources, and systems. Your leadership will help foster a high-performing, customer-centric culture that meets and exceeds service expectations.

Main Responsibilities 

  • Lead, coach, and mentor a team of Customer Support Specialists, providing ongoing feedback and development opportunities to maximize performance.
  • Oversee omni-channel customer support operations to ensure all inquiries are handled professionally and within SLA targets, while identifying opportunities to streamline workflows and improve operational efficiency.
  • Serve as the primary escalation point for complex customer issues, coordinating closely with Product, Engineering, and other teams to deliver effective resolutions.
  • Monitor and analyze team performance metrics—including response time, resolution time, and customer satisfaction—using data insights to identify trends, drive process improvements, and inform technology investment decisions.
  • Develop, refine, and optimize support processes and workflows, championing automation, AI-assisted solutions, and other technology-led innovations to improve efficiency and reliability.
  • Manage and enhance the knowledge base, collaborating with specialists to create and optimize self-service resources; ensure content aligns with opportunities for AI-powered search, automated routing, and predictive support.
  • Collaborate cross-functionally with Customer Success, Product, and Marketing to align on customer feedback, product improvements, and initiatives that support operational excellence.
  • Identify trends in customer queries and escalate insights to inform product enhancements, proactive support strategies, and AI-driven predictive support models.
  • Conduct regular team meetings and 1:1s to communicate priorities, review performance, and resolve obstacles.
  • Ensure compliance with customer support best practices and company policies while fostering a customer-centric and innovation-minded culture.

Essential Criteria 

  • 5+ years of experience in customer support or a similar role, including at least 2 years in leadership, ideally within EdTech or SaaS environments.
  • Proven ability to manage and develop a high-performing support team, with strong coaching and feedback capabilities.
  • Experience with omni-channel support and familiarity with key tools and platforms (e.g., Zendesk, Salesforce), including exposure to automation, AI-based support tools, or workflow optimization technologies.
  • Strong analytical skills with experience tracking and managing KPIs, using data to assess performance, diagnose root causes, and drive operational and process improvements.
  • Exceptional problem-solving capabilities and experience managing escalations with a strategic, root-cause-focused approach.

Desirable Criteria

  • Knowledge of the education sector, particularly K-12 or higher education, including common support challenges and technology needs.
  • Experience managing and optimizing a knowledge base with a focus on improving self-service, automation readiness, and customer satisfaction.
  • Familiarity with customer support best practices in cloud-based software, including AI-enabled support tools, workflow automation, and digital process optimization.
  • Strong collaboration skills and experience working cross-functionally to implement operational improvements and technology-driven solutions.
  • Bachelor’s degree or equivalent experience in education, business, technology, or related fields.

Please submit your application on our website by Monday 26 January 2026.

 

Please note: applications may close early due to high demand, so early submission is encouraged.

Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter.  Ready to make an impact? Apply today and be part of a company that invests in your success!

We are committed to providing a Drug-Free Workplace for all employees.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

You can view our Recruitment and Selection Policy here.

Please click the link for our Privacy Notice

 

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