Role Description The Senior Manager, Support Operations is responsible for leading the strategic development and continuous improvement of Age of Learning's customer support operations. This role oversees technical systems like Zendesk and AI tools, designs scalable workflows, drives cross-functional initiatives, and ensures support performance through data-driven decisions. The Senior Manager plays a key role in optimizing customer experience by implementing technology solutions and operational best practices across teams. - Own and optimize CX platforms (Zendesk, Ada, etc.), ensuring performance, reliability, and alignment with operational needs - Design and improve support workflows, automation, and ticketing logic to increase efficiency and customer satisfaction - Lead strategic automation and AI initiatives, including chatbot development and CRM integrations - Partner with Engineering, Product, Legal, and Marketing to implement scalable, compliant CX solutions - Build and manage dashboards to report on key performance indicators and identify opportunities for improvement - Audit data regularly to maintain accuracy and inform process decisions - Lead vendor relationships and system implementation efforts - Support training and onboarding by documenting system processes and updates - Champion change management and best practices in support operations Qualifications - 5+ years of Zendesk administration and CX systems experience - Strong knowledge of support automation tools (e.g., Ada, Ultimate, Zonka) - Proven track record of AI and chatbot implementation - Deep understanding of support KPIs and reporting (e.g., CSAT, FRT, ticket deflection) - Experience leading technical projects with cross-functional stakeholders - Skilled in process optimization and systems thinking - Ability to translate technical concepts for non-technical audiences - Strong communication, documentation, and change management skills Benefits - 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums - A 401(k) program with employer match - 15 paid vacation days (increases to 20 days on your 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year - Flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions Company Description Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children.

• Support clients remotely via email, phone, and messaging platforms • Respond to travel-related inquiries in a timely, professional manner • Assist with itinerary changes, cancellations, updates, and special requests • Provide clear information on destinations, travel requirements, and agency processes • Monitor upcoming trips and proactively communicate with clients as needed • Resolve issues efficiently while maintaining a high level of customer satisfaction

*MUST BE LOCATED IN ARIZONA TO APPLY* Location: Fully Remote - Must be located in Arizona Hours of Operation: Monday through Friday, 5am to 6:30pm - Will be scheduled an 8 hour shift (must be available anytime during this window) Qualifications - Must have 1+ year of recent (2023-2026) healthcare call center experience handling high volume inbound calls adhering to performance metrics - Must have experience with scheduling patient appointments, insurance verification and medical terminology - MA experience is a plus Description - Answer, screen and process a high volume of incoming calls in a professional manner. - Directs patient access to the practice by scheduling and canceling patient appointments for a a multiple providers. - Utilize and adhere to a phone script, clinical decision trees and scheduling criteria following department guidelines. - Communicates, to patients and external external ordering physicians' offices, complex exam preparations instructions. #prioritywest Job Type & LocationThis is a Contract to Hire position based out of Glendale, AZ. Pay and BenefitsThe pay range for this position is $20.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Mar 27, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

• Support customers Remotely across phone, email, and other communication channels while delivering a consistent, professional experience. • Monitor, manage, and respond to inbound requests in a timely manner, ensuring follow-ups with customers and vendors are completed as needed. • Own customer cases from initial contact through resolution, maintaining accuracy and attention to detail throughout the process. • Communicate clearly and professionally, ensuring information provided to customers is accurate and aligned with company standards. • Act as a liaison between customers, vendors, and internal teams to resolve post-sale questions or issues. • Adapt to changing priorities and workflows while maintaining expected service levels. • Meet established phone service-level expectations (90% SLA) and consistently achieve individual Customer Service performance metrics. • Learn and accurately communicate product and order-related information to assist customers effectively. • Work collaboratively with the Customer Service team to ensure coverage, consistency, and customer satisfaction. • Follow established processes and contribute feedback when opportunities for improvement are identified.