Head of Customer Support at Section4

Head of Customer Support

  • REMOTE /

Since March 2020, we’ve educated 5,000+ students on strategic decision-making frameworks through our proprietary “sprint” product delivered by world-class business school professors. Now we’re expanding our product to other distinguished professors, authors, and practitioners to deliver elite business strategy education to today’s business leaders at a fraction of the cost.

We are looking for a proven customer support operator to serve as our Head of Customer Support. In this role, you’ll hire, train, and manage a team of 3+ customer support associates to deliver high-touch customer support to 15,000 students this year. This involves managing people, processes, and infrastructure to deliver premium customer support and satisfaction across pre-purchase, purchase, and post-purchase.

This is a remote position based in the US.

What you’ll do:

  • Hire, train, and manage a team of 3+ customer support associates to handle Freshdesk/ help box inquiries, internal systems management, and Slack support in sprints/membership.
  • Create operational processes to allow the team to serve tens of thousands of students and deliver live/premium customer support.
  • Train team members to work across systems including but not limited to Freshdesk, Active Campaign, WordPress, Chargebee, and Stripe.
  • Develop and implement KPIs for customer support performance and quality to maintain high satisfaction across pre-purchase, purchase, and post-purchase.
  • Anticipate challenges to high touch customer service as we scale, and develop multiple solutions to test and roll out.
  • Manage and implement Section4 scholarship program; this includes assigning need-based scholarships targeting under-represented communities and setting strategy to reach annual goals.
  • Manage and grow 1:1 onboarding sprint program; this includes hiring/managing 3-5 part-time onboarders, measuring success, and testing new 1:1 support initiatives.

Who you are:

  • You have 5+ years of experience in customer support at an early stage (Series A/B) high growth startup.
  • You have 2+ years of experience managing a team of 2-4 customer support and/or service agents; you should have experience hiring and training these individuals.
  • You’re experienced at identifying and implementing processes and infrastructure to scale customer service/support.
  • You’re a proven communicator across mediums including email, Zoom, Slack, and phone.
  • You’re scrappy and solutions-oriented; you’ll hit the ground running and roll up your sleeves to make membership content and events happen.
  • You’re passionate about making access to business education more accessible and always-on, and you have strategic ideas for how to do so.
  • You have a proven ability to improve a product by leveraging customer data and feedback.

Bonus points:

  • You’ve worked in customer support or experience at an EdTech firm.

Who we are:

At Section4, we believe that different perspectives, backgrounds, and experiences create a whole that is greater than the sum of its parts. A diverse and inclusive team creates a better product.

We are an equal opportunity employer and do not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, age, marital status, military or veteran status, or any other characteristics protected by law.

All employment is decided on the basis of qualifications, merit, and business need. We encourage candidates of underrepresented backgrounds to apply.

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