Lead Support Agent – Student Support

About the role

The Lead Support Agent is a senior member of Jack Westin’s Student Support team. You will handle student inquiries across email, phone, and text while also guiding the team to deliver exceptional, personalized service.

Key responsibilities

• Respond to student questions, guarantee claims, technical issues, billing and account matters via email, phone, and text.
• Read each ticket fully, answer every part, and personalize replies beyond template language.
• Apply guarantee, refund, and product policies consistently and maintain accurate records in the help‑desk and CRM.
• Train, onboard and mentor new Customer Support Agents, setting standards for quality communication.
• Monitor team performance to ensure all communications are courteous, respectful, and student‑focused.

Required profile

• Proven experience in customer or student support, handling complex cases.
• Strong written and verbal communication skills with a focus on personalization.
• Ability to train and coach new team members.
• Detail‑oriented and committed to maintaining high quality standards.

Required skills

What we offer

• Salary range $1,800 – $2,500 per month.
• Shift coverage including evenings and weekends.
• Opportunity to lead a passionate support team in an education‑focused environment.