Waterford.org
Partner Support Manager
🇺🇸 Remote - US
🕑 Full-Time
💰 $65K - $75K
💻 Project Management
🗓️ September 9th, 2025
CRM
ITIL
Zendesk
Edtech.com's Summary
Waterford.org is hiring a Partner Support Manager to lead the daily operations of their partner support team. The role involves managing response workflows, ensuring high-quality technical support for educators and families, collaborating with cross-functional teams to resolve issues, and driving improvements in support processes and user experience.
Highlights
- Manage daily operations of the partner support team including ticket resolution and quality assurance.
- Provide timely, accurate, and empathetic support via phone, email, chat, and other channels.
- Monitor key support metrics such as response and resolution times and customer satisfaction.
- Collaborate with Implementation, Product, and Partner Success teams to address root causes and improve products.
- Use support ticketing systems like Zendesk or Freshdesk and CRM platforms; troubleshoot browser-based applications.
- Bachelor’s degree required with 5+ years in customer support including 2+ years in a managerial role.
- Experience in educational technology or mission-driven organizations preferred.
- Salary range of $65,000 to $75,000 annually with comprehensive health benefits and retirement matching.
- Support for diversity, equity, and inclusion efforts is integral to the role and organization culture.
- Preferred qualifications include bilingual abilities and certifications in customer support or service management.
Partner Support Manager Full Description
Partner Support Manager
Job Details
Job Location
Remote - Anywhere
Remote Type
Fully Remote
Position Type
Regular
Salary Range
$65000.00 - $75000.00 Salary
Description
Waterford.org is seeking a highly organized and service-driven Partner Support Manager to lead the daily operations of our partner support team. This role ensures responsive, high-quality technical and product-related support for educators, families, and implementation partners, helping users overcome challenges and experience seamless, positive interactions across all support channels.
Reporting to the Director of Partner Experience, the Partner Support Manager collaborates cross-functionally with Implementation, Product, and Partner Success teams to resolve user issues, track trends, and provide insights that inform ongoing improvements to our services and platform. This full-time, remote role is ideal for someone with a passion for delivering excellent service, a keen eye for efficiency, and a commitment to creating equitable, user-centered experiences.
If you’re energized by solving problems, supporting others, and building systems that empower learning at scale, we’d love to hear from you!
Key Responsibilities
Reporting to the Director of Partner Experience, the Partner Support Manager collaborates cross-functionally with Implementation, Product, and Partner Success teams to resolve user issues, track trends, and provide insights that inform ongoing improvements to our services and platform. This full-time, remote role is ideal for someone with a passion for delivering excellent service, a keen eye for efficiency, and a commitment to creating equitable, user-centered experiences.
If you’re energized by solving problems, supporting others, and building systems that empower learning at scale, we’d love to hear from you!
Key Responsibilities
- Manage day-to-day operations of the partner support team, including response workflows, ticket resolution, and quality assurance.
- Ensure timely, accurate, and empathetic support for all users across phone, email, chat, and other communication channels.
- Monitor and report on key support metrics such as response time, resolution time, and customer satisfaction.
- Identify patterns in support inquiries and collaborate with internal teams to address root causes and enhance user experience.
- Recommend and implement improvements to support processes, tools, and systems to improve efficiency and service quality.
- Contribute insights to inform product enhancements and training resources based on real-time user feedback.
- Collaborate with Product, Implementation, and Partner Success teams to escalate complex issues, ensure consistent messaging, and align on partner needs.
- Participate in cross-functional meetings and initiatives to improve the holistic customer experience.
- Maintain fluency with Waterford’s platform and services to provide knowledgeable technical support.
- Oversee documentation of common issues, solutions, and internal troubleshooting protocols in the knowledge base.
- Supervise and mentor partner support staff, providing coaching, training, and performance feedback.
- Foster a supportive, inclusive, and high-performing team culture focused on service excellence.
- Continuously champion, promote, and advance diversity, equity, and inclusive excellence at Waterford.org.
- Collaborate on and contribute to organizational DEI efforts and goals.
Qualifications
- Bachelor’s degree in Education, Information Technology, Business, or a related field required.
- Minimum 5 years of experience in customer support or technical service roles, including 2+ years in a supervisory or managerial capacity.
- Experience in an educational technology or mission-driven organization preferred.
- Proficiency with support ticketing systems (e.g., Zendesk, Freshdesk), CRM platforms, and knowledge base tools.
- Comfort with troubleshooting browser-based applications and common user devices.
- Excellent problem-solving, communication, and interpersonal skills.
- Calm under pressure, with a strong sense of empathy and user advocacy.
- Detail-oriented and highly organized, with a continuous improvement mindset.
- Familiarity with early education and school district environments and the needs of educators and families.
- Understanding of accessibility, privacy, and data security best practices in a support context.
- Deep Knowledge of support, ticket systems, escalation procedures
Preferred Qualifications
- Bilingual or multilingual abilities.
- Certification in customer support, ITIL, or service management.
- Experience supporting diverse communities with equitable and culturally responsive practices.
About Waterford.org
Waterford.org provides PreK through 2nd grade reading, math, and science programs that children can use wherever they learn. Our programs help children reach critical milestones by 3rd grade, laying the foundation for their future success. Waterford.org serves over 200,000 children across 42 states every year.
Our Commitment to Equity & Inclusion
Waterford.org's commitment to inclusive excellence is foundational to achieving our mission of universal literacy. Waterford.org is a mission-driven organization, and diversity, equity, and inclusion (DEI) are at the heart of what we do. These values inform our internal culture and drive our external focus on making a difference for children, families and caregivers in underserved communities. At Waterford, we actively seek talent who bring different backgrounds, perspectives, experiences, and identities to their work and demonstrate a commitment to advancing our mission.
Working at Waterford.org
Waterford.org team members are located across the United States and primarily work from home. We anticipate this full time, hourly position will pay $65,000 - $75,000 per year depending on the education, experience and skill level of the individual we hire. We also offer a phenomenal benefits package that includes fully paid primary premiums for health insurance, dental insurance, basic life insurance, and disability insurance. New hires receive a one-time HSA contribution. Retirement contributions are matched up to 5% by the organization. Plus, a generous vacation, sick, and holiday offering.
Waterford.org Employee Growth & Applications
At Waterford.org, we truly believe in the boundless potential of our team members and their continuous growth and development. We are dedicated to encouraging a culture that nurtures talent from within, which is why we prioritize internal applicants for all job postings. External candidates may experience a delay in being contacted by our Talent Acquisition team.
Equal Opportunity Employer
Waterford is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Waterford is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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