Legacy Online School is a WASC-accredited online K-12 school teaching an American curriculum to families across the US and internationally. Our support team handles around 600 parent contacts a day across phone, WhatsApp and email.

We are hiring one person to run that queue during US hours and to help us build the helpdesk that will run it.

This is a hands-on operational role with a build attached. Right now support runs on a shared mailbox, a CRM and spreadsheets. This quarter we move onto a proper helpdesk. You will help design how it works, run the migration, and then run the daily operation on top of it. Service standards, training and the knowledge base belong to our Head of Support. The queue and the build belong to you.

What you will do

Build and migrate

- Help design the case model: priorities, SLAs, statuses, routing, tagging.
- Run the migration from mailbox and spreadsheets onto the new platform, including the cutover plan and what happens if it goes wrong.
- Configure the platform: automations, macros, assignment rules, reporting.
- Train the team on the new process and keep it from drifting back.

Run the operation

- Run the queue through your shift: assign work, watch cases approaching their deadline, move load between agents.
- Own the phone line: answer rate, callbacks on every missed call, no dropped contact.
- Escalate hard cases to our second line and to the teaching, IT and finance teams, and push them to an answer rather than forwarding and forgetting.
- Hand over the shift: every open case with a status and a next step.
- Check quality against a scorecard and give agents feedback.
- Report daily on the queue and weekly on the numbers.

Billing and onboarding

- Work billing cases end to end: failed and duplicate payments, subscription changes, refund requests, chargeback threats.
- Chase students who have paid but not finished onboarding,



and get them activated before the term starts.
- Be the person finance talks to when a parent's payment history and their case history need to line up.

What we need

- 2+ years as a team lead, supervisor or shift lead in support or a contact centre, ideally on US accounts.
- Hands-on configuration experience with at least one helpdesk platform (Zendesk, Intercom, Freshdesk, HubSpot Service, Chatwoot, Gorgias). You should have built workflows in it, not only worked inside one somebody else built.
- Experience migrating a support operation from one system to another, or standing one up from scratch.
- English at C1 or above, spoken and written. You will speak with American parents directly.
- Real command of support metrics: SLA, first response time, answer rate, case ageing, CSAT.
- Hands-on billing experience: refunds, failed payments, subscriptions or invoicing in a customer-facing role.
- Genuine availability 8:00 to 18:00 US Eastern, not "reachable".
- Reliable internet and a workspace suitable for calls.

Nice to have

- Experience in education or EdTech, or anywhere the customer is a parent.
- Experience with WhatsApp Business API or Twilio-based telephony.
- Spanish.

What we offer

- Full-time, remote, paid in USD.
- Base 1,500 USD per month plus a performance bonus taking total pay to 2,000 to 2,500 and above.
- Real authority: you move work and raise critical cases without waiting for sign-off.
- A build, not an inheritance. You will shape how support works here, then run it.
- Room to grow: the team is expanding and this role grows with it.

How to apply

Fill in the short form linked below; it takes about fifteen minutes and includes a ninety-second audio recording. Shortlisted candidates go to a live working session with our Head of Support. We do not ask for unpaid take-home essays.

Application Form; https://forms.gle/tbefaXyLLjrdgXfy7

📌 Support Operations Lead (US hours) — Remote (México)
🏢 Legacy Online School
📍 México