Support Operations Manager

Job Description

We’re looking for someone to own customer support + program operations end-to-end and oversee our support resources. Your primary responsibility is to bring structure, clarity, and scalability to a fast-expanding part of the business. 

You’ll own and strengthen our customer support operations, working directly with school and district partners, and build systems that enable flawless program execution. This isn’t about maintaining an existing playbook; it’s about building one that will carry us into our next stage of growth.

Requirements

WHAT YOU'LL TACKLE

1 | School & District Partners (50%)

School administrators, district leaders, and teachers rely on TbT’s white glove service to deliver student outcomes, and they turn to Support when anything affects program execution.

• Respond directly to operational issues: rosters, scheduling, access management, attendance discrepancies, and real-time troubleshooting during tutoring windows. 
• Handle complex or escalated support cases with professionalism and care.
• Partner with district technology teams to confirm best practices. 
• Ensure every district experiences TbT as a highly responsive, proactive, and outcomes-driven partner.

Support Operations & Content (20%) 

• Build and document support workflows, escalation paths, and SLAs.
• Select, implement, and optimize support tools (e.g., ticketing system, knowledge base, automation).
• Create internal and external documentation to improve self-service.
• Establish metrics and reporting to track support volume, response times, resolution quality, and trends.

Cross-Functional Collaboration (20%) 

• Serve as Incident Manager during customer-impacting issues, owning triage, internal coordination, external communication, and post-incident follow-up.
• Partner with Product and Engineering to manage customer feedback & bugs, prioritize fixes, and close the loop with customers.
• Work closely with Customer Success & Teaching & Learning Team to ensure smooth handoffs and consistent communication. 
• Identify recurring issues and recommend process or product improvements.
  

Team Leadership (10%)

• Lay the foundation for a scalable support team, including onboarding, training, and quality standards.
• Manage contractors or future support hires as the team grows.
• Continuously improve the support experience as the company evolves.

WHO YOU ARE

We’re open to different backgrounds, but here’s what great looks like at TbT:

• Exceptionally strong written & oral communication — much of our culture runs on clear writing, and district partners rely on communication that is crisp, accurate, and empathetic
• High ownership — you proactively solve problems and only escalate when absolutely necessary
• Process architect — you can turn messy workflows into clean, repeatable system
• Detail-obsessed — you understand that in education operations, small misses can ripple into major issues for classrooms and schedules
• Sound judgment — you navigate ambiguity, anticipate downstream impacts, and know when to be flexible vs. process-driven
• Systems thinker — you build processes that account for scale, seasonality, and multiple customer personas
• Scrappy problem-solver — you thrive in fast-changing environments and enjoy creating order from complexity
• AI & automation literate — you use tools to eliminate manual work and accelerate support
• Experience — 3-5+ years in customer support, customer operations, or education operations roles where you’ve built and improved systems
• Required: experience in K12, tutoring, edtech, or multi-stakeholder service environments

WHY THIS ROLE MATTERS

You’ll be stepping into a function at an inflection point—one where the right systems can dramatically improve our ability to support districts, scale programs, and deliver measurable student impact.

Within your first year, you’ll have helped shape how TbT thinks about customer support operations, built the foundations for scale, and influenced major cross-functional decisions.

For the right person, this is a career-defining opportunity:

• Build systems that impact thousands of students
  
• Partner directly with Product, Partner Success, and senior leadership
  
• Grow with the company as the function matures

Benefits

We currently offer the following benefits:

• Excellent healthcare coverage - we cover 100% of certain health care plans for you and your family!
• Access to 401k to help save for the future
• Well-rounded wellness benefits including access to free and low cost mental health resources and support services
• Fully remote work environment
• Company-owned laptop
• Flexible, Discretionary PTO: We offer flexible paid time off that allows employees to take time away as needed, subject to manager approval.

Tutored by Teachers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.

The expected base salary range for this position is $80,000-$95,000.