Customer Support Manager

Full-Time/New York

BrainPOP, a leading creator of digital educational content including animated movies, creation tools, and learning games, seeks an enthusiastic Support Manager to join its Onboarding & Subscriber Relations department. In this role, you will report to the Vice President, Onboarding & Subscriber Relations.

The Support Manager will be an effective coach, flexible operational leader, and excellent advocate for our customers.

This is a full-time position based at our New York City headquarters. We offer an excellent benefits package and competitive salary.


  • Work one-on-one with subscribers, responding to and addressing enquiries by  phone and email, and on social media
  • Be the escalation point for other members of the Support team, troubleshooting the most complex and technical customer support issues
  • Manage customer support issue reporting and escalation in JIRA
  • Identify problems, patterns, and opportunities arising from customer support issues
  • Provide training and coaching for Support team
  • Manage and optimize customer support systems like Help Scout
  • Monitor and own customer support team KPIs
  • Maintain and create Support documentation
  • Manage Support projects and initiatives to ensure successful outcomes


  • 2+ years of technical support experience
  • 1-2 years managing individuals and/or teams
  • Bachelor’s degree
  • Comfortable investigating and getting to the bottom of unfamiliar and complex technical issues
  • Infectious enthusiasm for working with customers
  • A “roll-up-my-sleeves” mentality, when working independently and as part of a larger team
  • Results-oriented: capable of seeing projects through from beginning to end

Our Ideal Candidate

  • Experience with G Suite, SIS, LMS, LTI, and IMS Global
  • Knowledge of Active Directory and Office 365
  • Experience with browser debugging and developer tools
  • Experience producing technical documentation
  • Teaching experience

Please apply through LinkedIn. No phone calls or recruiters, please.

Equal Opportunity/Affirmative Action Employer.