Position

Lead Support Agent

Department

Student Support

Reports To

Senior Director of Operations

Direct Reports

Customer Support Agents (functional lead)

Schedule

Shift coverage incl. some evenings/weekends

Salary

$1,800 – $2,500 per month

Job Overview

The Lead Support Agent is an experienced, trusted member of our Student Support team who performs all Customer Support Agent duties and helps the rest of the team excel. You’ll work directly with students across email, phone, and text, train new recruits, set standards for outstanding support, and own the judgment calls on harder cases.

What You’ll Do

Everything a Customer Support Agent Does

• Handle student inquiries and requests across email, phone, and text—including course questions, guarantee claims, technical issues, billing, and account matters.
• Read each ticket in ful...