Support Operations Manager

Job Description

JOB DETAILS

REQUIREMENTS

• Exceptionally strong written & oral communication — much of our culture runs on clear writing, and district partners rely on communication that is crisp, accurate, and empathetic
• High ownership — you proactively solve problems and only escalate when absolutely necessary
• Process architect — you can turn messy workflows into clean, repeatable system
• Detail-obsessed — you understand that in education operations, small misses can ripple into major issues for classrooms and schedules
• Sound judgment — you navigate ambiguity, anticipate downstream impacts, and know when to be flexible vs. process-driven
• Systems thinker — you build processes that account for scale, seasonality, and multiple customer personas
• Scrappy problem-solver — you thrive in fast-changing environments and enjoy creating order from complexity
• AI & automation literate — you use tools to eliminate manual work and accelerate support
• Experience — 3-5+ years in customer support, customer operations, or education operations roles where you’ve built and improved systems
• Required: experience in K12, tutoring, edtech, or multi-stakeholder service environments

RESPONSIBILITIES

• Respond directly to operational issues: rosters, scheduling, access management, attendance discrepancies, and real-time troubleshooting during tutoring windows.
• Handle complex or escalated support cases with professionalism and care.
• Partner with district technology teams to confirm best practices.
• Ensure every district experiences TbT as a highly responsive, proactive, and outcomes-driven partner.
• Build and document support workflows, escalation paths, and SLAs.
• Select, implement, and optimize support tools (e.g., ticketing system, knowledge base, automation).
• Create internal and external documentation to improve self-service.
• Establish metrics and reporting to track support volume, response times, resolution quality, and trends.
• Serve as Incident Manager during customer-impacting issues, owning triage, internal coordination, external communication, and post-incident follow-up.
• Partner with Product and Engineering to manage customer feedback & bugs, prioritize fixes, and close the loop with customers.
• Work closely with Customer Success & Teaching & Learning Team to ensure smooth handoffs and consistent communication.
• Lay the foundation for a scalable support team, including onboarding, training, and quality standards.
• Manage contractors or future support hires as the team grows.
• Continuously improve the support experience as the company evolves.

Are you interested in this position?

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