Role Description We’re searching for an Associate Manager, Customer Support to join our Customer Support team. In this role, you’ll oversee the day‑to‑day activities of an 10+ person team of Support Technicians, ensuring productivity, quality, and a consistently strong customer experience. You’ll support both customers and team members by addressing technical issues, managing escalations, and helping the team meet performance goals - while partnering closely with teams like Sales, QA, Billing, and Product Management. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun. What You’ll Do - Deliver strong productivity, quality, and customer experience results by leading the daily work of a 10+ member Support Technician team - Raise performance and customer satisfaction through coaching, real‑time performance monitoring, and effective escalation management to achieve KPI, CSAT, and NPS targets - Improve customer outcomes and team effectiveness by setting clear technician‑level goals with communicating insights on risks, blockers, and process or product improvement - Strengthen frontline onboarding and operational effectiveness by driving product readiness and day‑to‑day technician management through training, tools, and support - Enable smoother customer resolutions and product outcomes by partnering closely with Sales, QA, Billing, and Product teams - Build a resilient, high‑performing support organization by recruiting, developing, and retaining talent while growing future support leaders Qualifications - 2+ years of experience leading Customer Support or Contact Center teams, with a proven ability to motivate performance - 2+ years of experience with Applied Epic enabling confidence in guiding teams and managing escalations - Strong analytical and decision‑making skills, using data to drive improvements and lead change - Effective people leadership skills, including coaching, mentoring, communication, and cross‑functional collaboration - Bachelor’s degree or equivalent practical experience in Customer Support or Contact Center leadership Requirements - Experience as a Lead or Senior Support Technician, with confidence handling complex customer issues - Ability to manage multiple priorities under pressure - Occasional travel flexibility Benefits - A culture that values who you are and recognizes that you aren’t just an employee; you are a teammate, and you matter. - We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them. - A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day: - Medical, Dental, and Vision Coverage - Holiday and Vacation Time - Health & Wellness Days - A Bonus Day for Your Birthday - Our targeted starting base salary in the United States for this position ranges from $60,000 - $80,000 USD.

• Advise and support our customers via phone, email, and chat

Role Description This is a virtual education teaching position on campus. Qualifications - A Bachelor's degree. - Hold a valid and active Pennsylvania Instructional Certificate in specified curriculum. - Criminal history and child abuse clearances (Acts 34, 151 and FBI). - Experience developing AI-related projects or curriculum. - Familiarity with specific AI education platforms or resources. - Experience working in a project-based learning or competency-based education environment. - Experience with data analysis and using data to inform instructional decisions. - Experience with coding competitions or extracurricular computer science activities. - Such additional or alternatives to the above qualifications as the board or superintendents may determine appropriate and acceptable. Requirements - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Benefits - Medical Insurance - Dental Insurance - Vision Reimbursement - Tuition Reimbursement - Personal and Sick time - PSERS Retirement Fund Essential Duties and Responsibilities - Curriculum Development and Implementation (AI-Focused): - Design, develop, and implement engaging and rigorous high school computer science curricula that integrate AI concepts, principles, and applications. - Develop project-based learning experiences that allow students to apply computer science skills to solve real-world problems, particularly those related to AI. - Collaborate with other faculty to integrate AI concepts across different subject areas. - Continuously update curriculum to reflect advancements in AI and computer science. - Align curriculum with relevant national and state standards. - Personalized Learning and Instruction: - Utilize data-driven insights and AI-powered tools (where applicable) to understand individual student needs, learning styles, and progress. - Differentiating instruction and providing personalized support to ensure all students achieve mastery of competencies. - Foster student ownership of their learning and encourage self-reflection. - Project-Based Learning Facilitation: - Guide and mentor students through the entire project lifecycle, from ideation and planning to execution and presentation. - Facilitate collaboration, teamwork, and problem-solving within project groups. - Provide timely and constructive feedback on student projects, focusing on both process and outcomes. - Assess student learning through project-based rubrics and competency-based assessments. - Competency-Based Education: - Clearly define learning competencies and success criteria for computer science topics. - Develop and utilize varied assessment methods that directly measure student mastery of identified competencies. - Provide students with clear pathways to demonstrate their learning and progress through the curriculum. - Track and report student progress based on competency attainment. - Technology Integration (AI Emphasis): - Effectively integrate various software, hardware, and AI tools into instruction. - Guide students in the ethical and responsible use of AI technologies. - Stay current with emerging AI trends and educational technologies.

• Respond promptly and professionally to customer inquiries via phone, email, or chat • Provide accurate information about products and services to customers • Resolve customer issues in a timely and efficient manner • Follow up with customers to ensure that their issues have been resolved to their satisfaction • Properly and accurately document customer interactions in the organization’s CRM • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times