About the Role

Position: Lead Support Agent
Department: Student Support
Reports To: Senior Director of Operations
Direct Reports: Customer Support Agents (functional lead)
Schedule: Shift coverage, including some evenings and weekends
Salary: $1,800 – $2,500 per month

Responsibilities

Handle Student Inquiries (Customer Support Agent Duties)

• Respond to student inquiries and requests across email, phone, and text, covering course questions, guarantee claims, technical issues, billing, and account matters.
• Read each ticket in full, answer every part, and personalize every reply to speak directly to the student. Templates are a starting point, not the final message.
• Apply guarantee, refund, and product policies accurately and consistently, maintaining clean records in the help desk and CRM.

Train and Onboard New Recruits

• Onboard new Customer Support Agents by walking them through produ...