Time zones: EST (UTC -5)

We are seeking a driven Customer Service Manager to lead our customer support team.

This position involves being on the front line with customers every day, developing customer service best practices, and managing a team of service agents to ensure those standards are consistently followed.

About the Role
We believe exceptional customer service can transform every interaction. Even when a conversation begins on a negative note, you have the opportunity to exceed expectations and create a memorable experience.

Ideally, you have previous customer service experience in a customer-focused company. You should enjoy speaking with people all day, understanding their perspectives, and resolving their concerns. Strong written communication skills are essential for interacting with customers, collaborating with colleagues, and documenting processes.

As the customer service manager, you will oversee the performance of our customer service agents, who are all based in Latin America.

You will serve as the main point of contact for all customer-related concerns and will regularly work with every department. Whether relaying teacher feedback to the education team or addressing a product issue with the technical department, this role connects with all areas of the company. Be sure to include the word “intercom” somewhere in your cover letter.

This is a remote role, and you can work from anywhere with a reliable internet connection. However, you must be available Monday through Friday, 9 AM to 6 PM Eastern Time.

As the Customer Service Manager, you will:
• Oversee daily operations within the customer service department
• Address customer service inquiries promptly
• Develop and maintain customer service procedures, policies, templates, and standards, ensuring everything is properly documented
• Provide product support to new students
• Collaborate with various departments to communicate customer needs, issues, and insights that will guide product improvements
• Spot opportunities for testimonials, mini-documentaries, and other customer success content
• Deliver ongoing training for customer service agents and onboard new team members
• Proactively identify ways to enhance customer service through new tools, better communication, or new processes
• Be willing to take on responsibilities beyond your core role—whether brainstorming campaigns with marketing or testing product updates
• Commit to a full-time schedule, Monday to Friday, 9 AM to 6 PM Eastern Time, when most students are online and need quick support

Requirements:
• Native Spanish speaker
• Near-native English proficiency with excellent written and spoken communication
• Having lived in the US at some point is a plus
• Highly empathetic and passionate about helping people
• Your own laptop and necessary equipment
• Bonus: customer service experience with a US or English-speaking company

Why work with us?
• Significant autonomy, ownership, and influence—you will lead the entire customer service department
• Fully remote work with just a laptop and strong internet connection
• Paid vacation time