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Job Overview
Location
United States
Job Type
Full-time
Category
Operations
Date Posted
March 19, 2026
Full Job Description
đź“‹ Description
- • As Senior Manager, Support Operations at Age of Learning, you will lead the strategic development and continuous improvement of customer support operations for a global leader in early childhood education, directly impacting the experience of over 50 million children and their families by ensuring seamless, efficient, and empathetic support across digital learning platforms.
- • You will oversee the technical infrastructure of support systems including Zendesk and AI-driven tools, design scalable and efficient workflows, drive cross-functional initiatives to enhance service delivery, and leverage data-driven insights to optimize performance, reduce resolution times, and elevate customer satisfaction across all touchpoints.
- • You will partner closely with Product, Engineering, and Customer Success teams to align support strategies with product releases and user needs, ensuring that support operations scale effectively with the company’s growth and evolving educational offerings.
- • Day to day, you will: analyze support metrics and trends to identify improvement opportunities; design and implement process enhancements for ticket routing, escalation paths, and knowledge base utilization; manage and mentor a team of support operations specialists; evaluate and integrate new technologies (including AI chatbots and automation tools) to improve agent efficiency and customer self-service; develop and maintain SLAs and operational benchmarks; lead regular performance reviews and coaching sessions; facilitate cross-departmental workshops to align support with product and marketing initiatives; and prepare executive reports on support health, customer sentiment, and operational ROI.
- • You will work within a mission-driven, innovative team at Age of Learning that is deeply committed to educational equity and access, where your contributions directly support the company’s goal of providing high-quality learning resources to children regardless of background or geography.
- • In this role, you will develop advanced expertise in support operations leadership, AI-enabled service design, and data-informed customer experience optimization — gaining the opportunity to shape the future of customer support in the edtech industry while building a legacy of impact on millions of young learners and their families.
🎯 Requirements
- • Bachelor’s degree in Business, Operations, Education, or a related field; Master’s degree preferred
- • 5+ years of experience in support operations, customer service management, or technical support leadership, preferably in SaaS or edtech environments
- • Proven expertise with Zendesk or similar CRM/ticketing platforms, including configuration, automation, and reporting
- • Strong analytical skills with experience using data to drive operational decisions (e.g., SQL, Excel, BI tools like Tableau or Looker)
- • Demonstrated ability to lead and mentor teams, manage cross-functional projects, and influence stakeholders without direct authority
- • Experience with AI-powered support tools, chatbots, or knowledge base optimization is a strong plus
🏖️ Benefits
- • Comprehensive health, dental, and vision insurance plans for employees and dependents
- • Generous paid time off, including vacation, sick leave, and company holidays
- • 401(k) retirement plan with company matching contributions
- • Professional development stipend and access to internal learning resources
- • Remote-friendly work flexibility with options for hybrid or fully remote arrangements
- • Employee discounts on Age of Learning’s award-winning educational products for personal or family use
Skills & Technologies
Senior
Onsite
About AOFL, LLC
AOFL, LLC operates an online platform that sells prescription and non-prescription eyewear, including glasses, sunglasses, and contact lenses. The company offers a range of frames, lenses, and coatings, allowing customers to customize orders via a virtual try-on tool and home trial kits. AOFL partners with optical labs and insurers to fulfill prescriptions and provide competitive pricing, focusing on convenience, affordability, and fast delivery across the United States.
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