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Supervisor, Student Advising (Remote) at Cengage Group - ApplyBlast

Supervisor, Student Advising (Remote)

Cengage Group

4 months ago

1.1 on Glassdoor

Remote

Full Time

Senior

0 applicants

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About this role

A Supervisor, Customer Support professional leads and develops a team of support representatives to deliver exceptional customer experiences for the ed2go platform. The role involves driving service excellence through rigorous quality assurance, performance management, structured coaching, and accountability for key service metrics.

Responsibilities

Lead and develop a team of support representatives to ensure world-class service.
Conduct frequent quality audits to evaluate consistency in empathy, tone, and accuracy.
Deliver structured coaching and feedback to improve agent capability and performance.
Manage scheduling, resource allocation, and coverage to meet productivity goals.
Drive measurable improvement of key service metrics including CSAT and resolution rates.

Skills

Qualifications

5+ Years in Customer ServiceExperience leading customer service teamsSalesforce Service Cloud Certification preferred

About Cengage Group

cengagegroup.com

Headquarters

Farmington Hills, Michigan, United States

Company Size

5001-10000 employees

View Profile

We are a global education technology company serving millions. Provides quality digital products and services to equip students with skills needed to be job ready.