Customer Service Manager

Brilliant Microschools is a network of accredited online private schools for students who learn differently. We offer a new kind of education for a new kind of world, serving over 1,500 students across the U.S. Our approach is personalized, mastery-based, and human at its core.

Behind every lesson is a certified teacher who knows how to differentiate, respond, and truly see each child. With the help of adaptive learning software, they tailor each student's pathway and track growth in real time. This allows students to progress at their own pace.

We keep our virtual classrooms small—maximum 10 students—to provide meaningful, personalized support. Our mastery-based curriculum blends compelling modern media, classical texts, exciting projects, and rigorous problems that engage students deeply. We design our instruction for mastery, not seat time. For curiosity, not compliance.

We're hiring a Customer Service Manager focused on parent support.

You'll lead a team of 4-6 Parent Support Specialists across three support lanes:

• Live Support: fast, high-volume responses during the school day, including support ticket handling

• High-Touch Escalations: sensitive parent or student issues needing clarity, empathy, and care

• Admin & Reporting: billing, tuition issues, and regulatory forms

You'll also step in personally when things get sensitive, urgent, or unclear. Roughly 60% of your time will go toward managing people: coaching, unblocking, monitoring KPIs, and keeping daily operations aligned across roles. The remaining 40% involves direct frontline work—especially with high-stakes parent escalations requiring steady judgment.

In summary, your responsibilities will be:

Leading Daily Operations

• Oversee your team's work across live chat, tickets, phone, and text during peak hours

• Ensure SOPs are followed and team members are empowered to act quickly and accurately

• Use our growing suite of AI tools and internal playbooks to reduce guesswork and boost consistency

• Step in during emergencies or bottlenecks—but mostly focus on helping your team handle day-to-day issues

Ensuring Smooth Administration

• Monitor team KPIs (response time, resolution quality, family retention)

• Coordinate with finance and enrollment teams on tuition and billing

• Support our Director of Regulatory Affairs in ensuring compliance

• Support our Dean of Students in communicating with families about behavior concerns and student support plans, following our MTSS (Multi-Tiered System of Supports) approach

Managing Escalations with Authority, Empathy & Care

• Handle higher-stakes parent conversations when things get tense, unclear, or emotional

• Coach your team through tricky communications and help turn friction into resolution

• Set the tone for parent experience: high-empathy, clear, and proactive

You'll Thrive in This Role If…

• You're fluent in English and can write with warmth, clarity, and professionalism—especially in sensitive conversations

• You've led small teams (2-4 people) in school ops, customer support, mental health, or similar high-empathy roles

• You're calm under pressure and confident navigating tough conversations

• You enjoy developing others—and know how to give clear direction without micromanaging

• You move fast, stay organized, and don't let details slip

Why Join Brilliant Microschools?

• Support You Can Count On: Work with a kind, driven team that shares your urgency and values

• A Role That Matters: Shape the experience of hundreds of families and educators

• Healthy Pace: Monday to Friday, 11:30 am–7:30 pm Greek time

• A Team That Questions Everything: We challenge unexamined orthodoxies and build better systems from first principles

We're not here to do school the old way.
We're here to build something better.
If you're ready to lead with care and clarity—come join us.