What are the responsibilities and job description for the Technical Support Manager position at EPS Learning?
Company Overview
EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years.
We are looking for team members who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools.
Position Summary
EPS Learning is seeking a Technical Support Manager to lead our technical support team in delivering exceptional customer experiences across our family of digital products. This role combines leadership, technical expertise, and a passion for customer success. You will coach and develop your team, oversee support operations, and ensure seamless service for educators and administrators using our solutions.
Responsibilities
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.
EPS Learning is a leading K–12 supplemental literacy and math curriculum company. Its suite of solutions includes many well-known, trusted and proven products like SPIREⓇ, Explode The CodeⓇ and Wordly WiseⓇ. The company recently took on a private equity partner committed to product and go-to-market investments that will position the company for explosive growth over the coming years.
We are looking for team members who want to be part of addressing one of our nation’s most critical challenges. Fewer than a third of all students can read proficiently. Reading ability is a key driver of equity since only 20% of Hispanic students, and 16% of Black students can read proficiently by 4th grade. You will be joining a high-paced, creative and fun team dedicated to making a difference in children’s lives and driving equity across our nation’s public schools.
Position Summary
EPS Learning is seeking a Technical Support Manager to lead our technical support team in delivering exceptional customer experiences across our family of digital products. This role combines leadership, technical expertise, and a passion for customer success. You will coach and develop your team, oversee support operations, and ensure seamless service for educators and administrators using our solutions.
Responsibilities
- Lead, mentor, and provide feedback to Technical Support Specialists; set performance standards and monitor KPIs.
- Oversee onboarding and training for new hires within the Technical Support and Customer Success team.
- Manage and resolve customer escalations to ensure satisfaction.
- Support customers with Tier I, Tier II, and rostering needs during peak periods.
- Govern help ticketing platforms and ensure timely resolution of escalated issues.
- Maintain and enhance the knowledge base of articles and FAQs across web properties.
- Oversee license management for digital products.
- Analyze team performance data to forecast future needs and improve workflows.
- Collaborate on projects and implement strategies to enhance customer outcomes.
- Bachelor’s degree preferred.
- 5 years of experience supporting digital implementations and ongoing customer needs.
- 1 years of supervisory or team lead experience.
- Strong attention to detail and ability to multitask.
- Proficiency in Microsoft Office and high comfort level with technology.
- Excellent communication and relationship-building skills.
- Experience troubleshooting roster data errors and basic network/printing issues.
- Familiarity with multiple operating systems and web browsers.
- Knowledge of classroom technologies used by educators.
- Bonus Points for experience with any of the following:
- .CSV imports
- Clever, ClassLink or other rostering software solutions
- Google SSO and Google Classroom
- LMS’s like Canvas and Schoology
- NetSuite or Oracle platforms
- OneRoster standard
- We offer a competitive compensation package based on various factors including but not limited to qualifications, skills, competencies, location, and experience.
- Other rewards may include an annual bonus or commission, a 401(k) retirement plan with employer match, medical, dental, and vision insurance effective day 1, generous PTO and paid holidays, and employer paid life and short & long term disability insurance.
- We provide you with a laptop for your home office and a flexible remote-first work culture.
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. Our organization is dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply! You may be just the right candidate for this or other roles. Please be sure to attach your resume. Applications without an attached resume will be considered incomplete. We are an Equal Opportunity Employer.
Salary : $75,000 - $85,000
