Age of Learning - Senior Manager, Support Operations
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Requirements
• 5+ years of Zendesk administration and CX systems experience • Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka) • Proven track record of AI and chatbot implementation • Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection) • Experience leading technical projects with cross-functional stakeholders • Skilled in process optimization and systems thinking • Ability to translate technical concepts for non-technical audiences • Strong communication, documentation, and change management skills
Responsibilities
• Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs • Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction • Lead strategic automation and AI initiatives, including chatbot development and CRM integrations • Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions • Build and manage dashboards to report on key performance indicators and identify opportunities for improvement • Audit data regularly to maintain accuracy and inform process decisions • Lead vendor relationships and system implementation efforts • Support training and onboarding by documenting system processes and updates • Champion change management and best practices in support operations
Benefits
• The estimated salary range for a new hire in this position is $115,000 USD to $125,000 USD. Salary may vary depending on job-related factors, including knowledge, skills, experience, and location. • Age of Learning currently provides: • 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums • A 401(k) program with employer match • 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year • Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions • Security Advisory • At Age of Learning, we prioritize a safe recruitment process. Communication will come solely from official Age of Learning email addresses, @aofl.com, or our verified LinkedIn Recruiter accounts — be cautious of deviations. We will never request sensitive personal information during the early application stages. Interviews are conducted via phone, in person, or Zoom — never through messaging apps. Job offers are communicated verbally and followed by written documentation via Docusign. Any requests for personal information will occur through secure channels only.
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