Lead Support Agent

About the role

The Lead Support Agent is an experienced member of the Student Support team who not only handles student inquiries across email, phone, and text but also guides and trains the rest of the support staff. Reporting to the Senior Director of Operations, this role sets the standard for high‑quality, personalized assistance and ensures consistent application of company policies.

Key responsibilities

• Respond to student questions and requests via email, phone, and text, covering course content, guarantees, technical issues, billing, and account matters.
• Read each ticket in full, answer every part, and personalize replies while using templates as a starting point.
• Apply guarantee, refund, and product policies accurately and maintain clean records in the help‑desk system and CRM.
• Onboard, train, and mentor new Customer Support Agents, establishing best‑practice standards.
• Monitor team communications to ensure every interaction is courteous, respectful, and tailored to the individual student.

Required profile

• Proven experience in a customer‑support or help‑desk environment.
• Excellent written and verbal communication skills with a focus on personalization.
• Strong attention to detail and ability to make judgment calls on complex cases.
• Leadership mindset – capable of training and guiding new team members.
• Commitment to the company’s core principle of respectful, human‑centered communication.

Required skills

What we offer

• Competitive monthly salary ranging from $1,800 to $2,500.
• Shift coverage that includes some evenings and weekends.
• Opportunity to shape the support experience for a growing educational community.