We believe in the power and joy of learning

At Cengage, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose – driving innovation that helps millions of learners improve their lives and achieve their dreams through education.

Cengage Work helps learners gain the skills they need to succeed in today’s job market. Through flexible, affordable online courses and career-focused training programs, Cengage Work supports individuals, institutions and employers in preparing for high-demand fields like allied health, cybersecurity, manufacturing, skilled trades and beauty education.

With partnerships across thousands of institutions and a leading position in career and technical education, the business expands access to non-degree credentials and delivers practical, job-ready outcomes for learners at every stage of their career journey. To date, Cengage Work has helped millions of learners gain employable skills, complete required trainings and pursue new career paths.

Our culture values inclusion, engagement, and discovery

Our business is driven by our strong culture, and we know that creating an inclusive workplace is absolutely essential to the success of our company and our learners, as well as our individual well-being. We recognize the value of diverse perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see https://www.cengagegroup.com/about/inclusion-and-belonging/.

The ed2go Student Services team collectively supports more than 130,000 online learners annually, across the United States and Canada. The Supervisor, Customer Support is responsible for delivering a consistently exceptional customer experience by leading, developing and managing a team of Support Representatives to provide Customer First, world-class service.

The Supervisor will drive frontline Service Excellence through rigorous Quality Assurance, performance management, structured coaching, and accountability for service metrics. Using insights from audits, this people leader will provide regular feedback and coaching to develop agent capability in customer interaction & case resolution and ensures alignment with values, expectations and performance.

This role is accountable for raising the bar on service quality.

What you'll do here:

Quality Assurance & Performance Management

Conduct frequent Quality Audits to evaluate customer interactions; ensure consistency in empathy, tone, accuracy & resolution.
Use rubrics to assess quality, calibrate performance and provide consistent, objective evaluations.
Identify trends & gaps in interactions; set the standard on service quality and translate insights into development priorities
Conduct weekly check-ins to identify strengths & opportunities for improvement, review performance, and reinforce expectations.
Set clear expectations & guide agents to consistently meet or exceed them
Maintain detailed documentation of performance metrics, coaching conversations, and development plans.

Coaching & Development

Lead individualized coaching and development plans based on QA results, performance data & growth goals.
Develop agent capability through observation-based feedback and skill-building aligned with Customer First service; world-class interactions, problem solving, and case resolution.
Support New Hire onboarding, system navigation, and early development to accelerate ramp-up and role readiness.
Design & lead and training workshops aligned with adult-learning standards; scenario-based, role plays, practice & mastery.
Assist in the development and implementation of quality improvement programs to increase satisfaction, drive productivity and improve service levels.

Performance Leadership & Operations

Provide day-to-day leadership of team activities to ensure coverage, productivity, and achievement of KPIs.
Supervise queues, escalate issues, and provide real-time support to resolve customer inquiries accurately & efficiently.
Drive measurable improvement of key service metrics (QA, Agent Growth, Resolution rates, & CSAT) by reviewing results, setting goals, & tracking progress.
Clearly communicate expectations, process changes, and priorities to the team.
Collaborate with peers and leadership to find opportunities to improve workflows, training materials, and customer-facing processes.
Manage scheduling, timecard approvals, and resourcing strategies within your team and in collaboration with other supervisors
Use discretion and independent judgment to resolve complex and escalated supervisor queue inquires while maintaining a balance between company policy and customer benefit.

Skills You Will Need Here

Experience leading teams in results-focused environments
Model emotional intelligence, empathy, and professionalism in every interaction
Exceptional communication, interpersonal, and coaching skills.
Ability to evaluate performance objectively using rubrics & quality standards.
Proven ability to deliver clear, actionable feedback with empathy and clarity.
Strong attention to detail, organizational skills, and comfort working with performance metrics and reporting tools.
Meet deadlines and handle tasks within expected time frame independently
Experience or interest in learning how to leverage AI tools in day-to-day work

Core Competencies

Customer Focus: Passion for delivering outstanding customer experiences.
Coaching & Mentorship: Ability to guide skill development and inspire growth.
Analytical Thinking: Uses data and rubrics to make fair, informed decisions.
Communication: Provides clear direction, feedback, and support.
Accountability: Balance empathy with holding self & team members to high expectations; follows through on commitments.
Adaptability: Comfortable navigating ambiguity, managing changing priorities & supporting team through change.

Qualifications and Experience

5+ Years working in a customer service role; experience in a customer rep role with multiple communication channels (phone, web, text, chat) preferred.
3+ Years using any enterprise customer support solution; Salesforce Service Cloud experience a plus
1+ Years managing customer support team members
1+ Years directly managing fully remote employees
Experience using enterprise phone solutions for call routing, call recording, and call metrics; experience using Vonage a plus
Direct-to-consumer or re-seller channel experience, a plus
EdTech industry experience is a plus

Cengage is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of any classification protected by applicable federal, state, provincial or local laws.

Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at accommodations.ta@cengage.com.

About Cengage

Cengage, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.

Compensation

At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here to learn more about our Total Rewards Philosophy.

The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.

In this position, you will be eligible to participate in the company’s discretionary incentive bonus program. This position's bonus target amount, which is not guaranteed and is dependent on individual performance and overall company results among other factors, is provided below.

10% Annual: Individual Target

$54,000.00 - $66,000.00 USD

Supervisor, Student Advising (Remote)