• Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner • Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions. • Demonstrates proficiency in brand voice, product knowledge, and common issues • Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively • Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication • Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment • Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice. • Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures • Assist with outbound customer outreach and special projects as needed • Resolves high-volume requests with speed and accuracy. • Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

About the Opportunity We are a leading provider of supplemental benefits, serving a large network of unions and associations across North America. For over 60 years, we have focused on supporting working families by offering access to both supplemental and permanent benefit programs. Our team works with members who have requested information, providing guidance and support through a structured and professional process. Key Responsibilities - Handle inbound and outbound calls with members - Schedule and confirm virtual appointments - Conduct presentations for members requesting information - Assist with completing applications and required documentation - Perform basic data entry and maintain accurate records - Follow quality control processes to ensure accuracy - Participate in ongoing training and leadership development Qualifications - Strong verbal communication skills - Excellent customer service and interpersonal abilities - Positive attitude with a professional approach - Ability to interact effectively with individuals and teams - Strong relationship-building skills - Customer service or sales experience is an asset - Ability to work well within a team environment - Legally authorized to work in the United States or Canada What We Offer - Comprehensive benefits package - 100% remote work environment - Flexible scheduling options - Weekly pay with performance-based bonuses - Incentive programs, including company-sponsored travel opportunities - Ongoing training and advancement opportunities

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