Support Manager

About TalkingPoints

TalkingPoints is an award-winning education technology non-profit organization with the mission to unlock the potential of low-income, underserved families to support their children’s learning by partnering with their children’s schools. COVID-19 remote learning environment has made our mission ever more urgent and important. We’re building a one-of-a-kind product in the market, a multilingual family engagement platform that connects families and teachers using human and artificial intelligence powered, two-way translated messages and personalized supports — eliminating language, time limitations, and know-how as barriers to school/family connection.

Millions of teachers and families are using TalkingPoints in their classrooms, schools and districts across the U.S. TalkingPoints works with key school district partners such as Seattle Public Schools, Boston Public Schools, Buffalo Public School, Wake County and NYC DOE. We have won awards from NYU, MIT, Google, Forbes and are backed by Google, Eric Schmidt, AT&T, Cisco, and Stanford University to name a few.

TalkingPoints is at a critical inflection point in the organization's growth. We continue to see exponential growth in both our user base and our own internal structure. It's an important time to join our team and build on our momentum and ability to support students and families during this critical time in which education equity gaps are more concerning than ever. Learn more.

Diversity: we celebrate it, we support it, and we thrive on it!

The Opportunity

We’re seeking an experienced Manager of Customer Support to lead our support team in delivering outstanding customer experiences and measurable results. The Support Manager will drive both team and customer satisfaction by cultivating a supportive team environment, using data-driven insights to refine support processes, and implementing metrics to evaluate and improve team performance. The ideal candidate will have a track record of successfully managing high-performance support teams within a SaaS company, with strong people management and process improvement expertise. The Support Manager will report directly to the Director of Operations.

Your Responsibilities

• Team Leadership & Development
  • Lead, coach, and mentor a team of customer support professionals to reach high standards in both service and efficiency
  • Foster a team environment that values emotional intelligence (EQ) by encouraging empathy, active listening, and thoughtful responses when supporting customers.
  • Conduct regular one-on-one check-ins, performance reviews, and goal-setting sessions to support team members’ professional development and engagement.
  • Develop and communicate clear expectations around performance metrics and service standards.
• Customer Experience & Satisfaction
  • Drive a customer-first approach by ensuring the team understands and prioritizes customer needs, balancing empathy with efficiency.
  • Handle escalated customer issues with tact and poise, and support the team in managing challenging situations with professionalism and empathy.
  • Regularly monitor and analyze customer satisfaction metrics, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores, identifying trends and areas for improvement.
• Performance Evaluation & Metrics Management
  • Define and implement key performance indicators (KPIs) to assess the team’s effectiveness and efficiency, including response times, resolution rates, first-contact resolution, and other key metrics.
  • Use data to continuously monitor team performance, identify areas for coaching, and make process improvements to meet and exceed performance targets.
  • Provide transparent reporting and insights on team metrics, using data to make informed decisions and optimize team workflows.
• Process Improvement & Efficiency
  • Identify and implement strategies to improve customer support processes, optimizing workflows and removing obstacles to ensure rapid, high-quality customer service.
  • Ensure that customer feedback is systematically captured and communicated to relevant teams, using it as a basis for continuous product and service improvements.
  • Evaluate and deploy new support technologies, tools, and best practices to enhance team efficiency and customer satisfaction
• Cross-Functional Collaboration
  • Collaborate with other departments, particularly Product and Engineering, to address product issues and advocate for improvements based on customer feedback.
  • Partner with Customer Success and Account Management teams to support at-risk accounts, providing additional support to improve customer retention and loyalty.
• Reporting & Insights
  • Analyze support metrics to identify trends, challenges, and areas for improvement; prepare regular reports to share insights and recommendations with senior leadership.
  • Establish and implement a feedback loop with customers, gathering insights to understand their needs and measuring success through clearly defined customer-focused metrics.

Who You Are

• 4+ years of experience in customer support, with a minimum of 2 years in a management role, preferably within the SaaS industry.
• Exceptional people management skills with a proven ability to inspire, develop, and motivate high-performance support teams.
• High emotional intelligence (EQ), with demonstrated empathy, strong interpersonal skills, and a deep understanding of customer needs.
• Strong analytical skills, with experience using metrics to monitor performance, identify issues, and drive data-driven improvements.
• Proficiency with customer support tools (e.g., Zendesk, Intercom) and CRM systems (e.g., Salesforce).
• Bachelor’s degree in Business, Communications, Tech, or a related field (preferred).
• Deep understanding of SaaS customer needs and an enthusiasm for problem-solving and continuous improvement.

Nice to Haves

• Experience with U.S.-based K-12 education systems
• Experience in or empathy with communities we serve (e.g., underserved populations, education, immigration, bilingual and/or multicultural environments)

The base range for this role is $85,000-$95,000. The actual base compensation may vary depending on factors such as experience, location, market conditions, education/training, and skill level, and does not include bonuses, other forms of compensation, or benefits.

Overall Fit With Our Org Culture - We Look for Team Members Who Are:

• User and mission-oriented: we are devoted to our mission with empathy towards the communities we serve.
• All-in together: we go above and beyond the job description, working together as a team.
• Agile & action-oriented: we get things done, knowing that our progress is urgent to our communities.
• Always Learning: we are always learning, with a growth mindset, to reach our full potential.
• Boldly Courageous: we take risks in order to achieve big things.
• Resourceful: We are creative, solution-oriented, and scrappy.

How to Apply

Please submit your resume, a brief paragraph describing your interest, and a link to your LinkedIn profile

TalkingPoints is an Equal Opportunity Employer. We are committed to fostering an inclusive workplace where all qualified individuals have an equal opportunity to contribute and succeed. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.