Job Opening - Customer Support Manager

Location: Remote 
Reports To: Head of Product
Type: Full-Time
Must be authorized to work in the United States.

About the Monroe Institute

The Monroe Institute, a pioneering non-profit organization, is dedicated to the exploration of expanded consciousness. We develop groundbreaking audio technologies designed to facilitate profound meditative and transformative experiences, reaching a global community of consciousness explorers.

Job Summary

The Customer Support Manager will build and lead Monroe's customer support function from the ground up. This is a hands-on builder role — you will personally handle customer support while auditing our existing processes, selecting and implementing tools, and designing workflows that unify support across all Monroe channels. Over time, you will hire and manage a small team. As a consciousness-focused organization, we hold our customer relationships to a high standard of care, clarity, and respect.

Supervisory Responsibilities

Initially none. Expected to hire and manage 2–3 support representatives as volume and operations mature.

Duties/Responsibilities

  • Audit existing support touchpoints across Monroe's campus programs, online courses, Expand app, and store
  • Select and implement a support platform (e.g., Zendesk, HubSpot, or Intercom) appropriate to Monroe's scale and needs
  • Design and document workflows for intake, triage, response, escalation, and resolution
  • Handle customer support personally during the build phase
  • Establish KPIs and report regularly on response times, satisfaction scores, ticket volume, and issue categories
  • Recruit, onboard, and train support staff as the team grows
  • Identify opportunities to improve efficiency through automation and AI-assisted tools
  • Collaborate with program, tech, and operations teams to surface and resolve recurring customer issues
  • Perform additional duties as needed

Required Skills/Abilities

  • 3–5 years of experience in customer support, CX operations, or a related field
  • Demonstrated experience building or significantly improving support systems — not just maintaining existing ones
  • Experience selecting and implementing support tooling
  • Strong process design and documentation skills
  • Comfortable working independently and managing competing priorities
  • Clear, empathetic communicator with customers and colleagues alike
  • Data-literate — able to define metrics, build basic reports, and draw actionable conclusions
  • Hands-on experience using AI tools to automate tasks and processes — such as building automated response flows, using AI to categorize or route tickets, or deploying chatbots to handle common inquiries
  • Comfortable implementing AI features within support platforms and evaluating their real-world impact on efficiency and customer experience
  • Regularly uses AI tools (such as ChatGPT or Claude) as part of their working style — not as a novelty, but as a core part of how they get things done

Qualifications

  • Background in multi-channel or multi-product organizations (education, SaaS, e-commerce, or similar)
  • Experience managing or mentoring support staff
  • Personal familiarity with or interest in Monroe's mission

What we offer

  • An opportunity to work with a pioneering team in the field of consciousness exploration and expanded awareness.
  • Competitive compensation and benefits package.
  • Access to Monroe Institute programs and resources for personal and professional growth.

Application Process

If you are interested in this position, please send an email to careers@monroeinstitute.org along with a PDF of your resume including references. We will contact you if we are interested in setting up an interview.