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