Senior Customer Service Manager (Remote)

About the role

We are looking for a Senior Customer Service Manager to lead and scale support for a portfolio of high‑volume EdTech applications serving hundreds of thousands of US students. This remote position (Egypt & Morocco) offers the chance to own the entire ticket queue, investigate root causes, and drive product improvements.

Key responsibilities

• Manage the full ticket queue across multiple EdTech products (~100 tickets/day) using Help Scout.
• Investigate and reproduce reported issues, escalating verified bugs to engineering and tracking resolution.
• Identify recurring patterns and provide actionable recommendations for product enhancements.
• Analyze cancellations and chargebacks to reduce churn and disputes.
• Develop SOPs, workflows, and escalation processes to prepare for future team expansion.

Required profile

• Native experience in e‑commerce or DTC customer support; B2B or phone‑based backgrounds not considered.
• Proven track record handling high‑volume B2C support queues (≈100 tickets/day).
• Strong investigative instincts and ability to track root causes.
• Excellent written English for email and ticket communication.
• Experience with churn analysis or payment dispute handling is a plus.

Required skills

• Hands‑on experience with ticketing platforms such as Help Scout, Zendesk, Gorgias or Freshdesk.

What we offer

• Earn in USD while gaining remote international experience.
• Direct collaboration with product and engineering teams.
• Future opportunity to lead and build a dedicated support team.