Senior Customer Service Manager – High Volume / Remote

We're Founders Arm, a recruitment partner connecting top MENA talent with leading US startups.

We are seeking a Senior Customer Success & Support Manager to own and elevate customer support across a portfolio of consumer EdTech apps serving hundreds of thousands of US students. This role is ideal for sharp, investigative problem-solvers with a native background in e-commerce or DTC support who are ready to own a function end-to-end and eventually build a team beneath them.

Location: Remote (Egypt & Morocco)

 Type: Full-time

Key Responsibilities

• Own the full ticket queue across multiple EdTech products (~100 tickets/day) centralized in Help Scout

• Investigate root causes behind every ticket — not just close them, but understand and fix them

• Reproduce reported issues firsthand using full product access before escalating to engineering

• Escalate clearly defined, reproduced bugs to the development team and follow through to resolution

• Spot recurring patterns across the portfolio and surface them as actionable product improvement recommendations

• Investigate cancellations and chargebacks — identify why users leave and use insights to reduce churn and disputes

• Build SOPs, workflows, and escalation systems ready to scale as a support team is hired beneath you

Candidate Profile

• Must have native e-commerce or DTC support experience — candidates from traditional CS, B2B, or phone-based support backgrounds will not be considered

• Proven experience managing high-volume B2C support queues (~100 tickets/day) in e-commerce or consumer apps

• Hands-on experience with ticketing platforms such as Help Scout, Zendesk, Gorgias, or Freshdesk

• Strong investigative instincts — tracks down root causes, not just symptoms

• Experience escalating technical issues to development or product teams and seeing them through to resolution

• Excellent written English — support is primarily email and ticket-based for a US audience

• Experience with churn analysis, cancellation workflows, or payment dispute handling is a strong plus

• Prior experience building SOPs or managing junior support agents is a strong plus

Why This Role

• Earn in USD while gaining remote international experience

• Own a critical function across a growing portfolio of consumer EdTech products

• Work directly with product and engineering to drive real improvements

• This is a future team-lead seat — strong performers will build and manage the support team beneath them