Customer Support Manager
Pocket Prep
Date: 13 hours ago
City: Durham, NC
Salary:
$85,100
per year
Contract type: Full time
About us:
Pocket Prep is a leading mobile and web-based learning platform offering efficient and affordable study solutions for professional certifications. We believe that education should be within everyone’s reach. Professional certification exams are often a stressful and expensive barrier to career advancement - Pocket Prep strives to prepare our members to pass with confidence.
Customer Support at Pocket Prep
Our small team is highly collaborative and passionate about helping our customers succeed. We believe every customer interaction is a chance to create an outstanding experience. We pride ourselves on making that experience warm, empathetic, and solution-oriented. We don’t just answer questions—we listen, learn, and advocate for our customers to ensure their voices shape the future of our product. Every interaction is an opportunity to build trust, make a lasting impact, and capture insights that help improve the product.
Job Summary:
As our Customer Support Manager, you’ll lead a small team of contractors to deliver exceptional service that delights our users. You’ll be the voice of our brand—meeting customers with empathy, warmth, and expertise—while ensuring they get timely, accurate answers.
You’ll become an expert in our app, content, and product roadmap, making sure your team is always equipped with the knowledge they need to succeed. By spotting trends, improving processes, and collaborating closely with product and marketing, you’ll play a key role in shaping both the customer experience and the future of our product.
This is an opportunity to lead with heart, solve meaningful problems, and directly impact customer satisfaction and company growth.
Responsibilities
Pocket Prep is a leading mobile and web-based learning platform offering efficient and affordable study solutions for professional certifications. We believe that education should be within everyone’s reach. Professional certification exams are often a stressful and expensive barrier to career advancement - Pocket Prep strives to prepare our members to pass with confidence.
Customer Support at Pocket Prep
Our small team is highly collaborative and passionate about helping our customers succeed. We believe every customer interaction is a chance to create an outstanding experience. We pride ourselves on making that experience warm, empathetic, and solution-oriented. We don’t just answer questions—we listen, learn, and advocate for our customers to ensure their voices shape the future of our product. Every interaction is an opportunity to build trust, make a lasting impact, and capture insights that help improve the product.
Job Summary:
As our Customer Support Manager, you’ll lead a small team of contractors to deliver exceptional service that delights our users. You’ll be the voice of our brand—meeting customers with empathy, warmth, and expertise—while ensuring they get timely, accurate answers.
You’ll become an expert in our app, content, and product roadmap, making sure your team is always equipped with the knowledge they need to succeed. By spotting trends, improving processes, and collaborating closely with product and marketing, you’ll play a key role in shaping both the customer experience and the future of our product.
This is an opportunity to lead with heart, solve meaningful problems, and directly impact customer satisfaction and company growth.
Responsibilities
- Lead and mentor a small team of customer support contractors.
- Ensure fast, empathetic, and accurate responses to user inquiries across web and mobile apps.
- Monitor support metrics and use insights to optimize processes.
- Keep support documentation and Help Center content up to date with product changes.
- Partner with product and marketing teams to create a seamless customer experience.
- Identify customer pain points and advocate for improvements with product leadership.
- Drive continuous improvements to both support processes and the customer journey.
- Bachelor's degree in a relevant field or equivalent experience
- Minimum of 3 years of experience in customer support or a related field
- Strong leadership skills and the ability to manage a team of contractors
- Excellent communication skills and the ability to empathize with customers
- Strong problem-solving skills and the ability to think creatively to find solutions to customer issues
- Experience with customer support software and processes
- Passion for education and a desire to improve the lives of our users
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