Customer Care Manager - Remote | WFH

Elevate Educational Experiences with Exceptional Service

Are you passionate about customer service and education? Join us as a Customer Care Manager, where you will play a pivotal role in creating seamless and supportive interactions with our educational products and services. Your leadership will empower a dedicated team to provide outstanding support to educators and students, reinforcing our mission to make education accessible and impactful.

In this essential role, you will nurture a team of customer care agents who excel in delivering top-notch service with empathy and efficiency. Your technical expertise and commitment to customer satisfaction will help us transform inquiries into opportunities to build trust and confidence in our mission. Together, we'll ensure that every interaction enhances the experience for our customers.

Key Responsibilities

Lead and inspire the Customer Care team, establishing and upholding high standards for customer service.

Coach, train, and evaluate team members to drive continuous improvement in performance.

Generate and analyze reports to monitor team productivity and key performance metrics.

Foster customer advocacy through process improvements and feedback implementation.

Actively contribute to weekly meetings, sharing progress updates and insights.

Collaborate with various departments to implement best practices for comprehensive customer service.

Troubleshoot technical issues and guide customers on product features.

Report product malfunctions and maintain updated internal databases.

Monitor and address customer complaints, offering proactive assistance and support.

Share valuable insights and workarounds with team members to enhance our product offerings.

Inform customers about new features and functionalities to optimize their experience.

Manage the effective utilization and administration of our customer support platform (Zendesk).

Oversee ticket quality and quantity, focusing on continuous improvement efforts.

Serve as the escalation point for complex customer issues, ensuring timely resolutions.

Gather customer feedback and identify areas for service enhancement.

Collaborate with internal teams to relay valuable customer insights for ongoing improvement.

Assist in developing Help Center content and other educational resources.

About Us

Our mission is to level the playing field in education by providing effective test preparation that is accessible to all students. With over a decade of experience in partnering with school districts, we've successfully supported over one million students since our founding in 2012. Recognized as one of the fastest-growing companies and featured in numerous publications, we're dedicated to making a real difference in the lives of students.

When asked what our employees love most about working with us, they highlight three key aspects:

The Mission: We are motivated by a strong mission that transforms lives, inspiring us to work together to achieve meaningful goals.

The People: Our team reflects the diversity of the student population we serve, and we value each individual as more than just a job title. We celebrate unique backgrounds and interests, creating a vibrant workplace.

The Challenge: We strive for excellence in everything we do, rejecting the notion of "average." Join us in our quest to ensure every student has access to a brighter future. Here, your skills and creativity will be valued and recognized.

Requirements

Bachelor's degree in business administration, communication, education, or a related field.

3+ years of experience in customer service management, preferably in an educational technology or online platform environment.

1+ years of experience managing direct reports, demonstrating a track record of building and leading high-performing teams.

Experience in customer support within the education sector, with familiarity in working with school district administrators, teachers, and students preferred.

Proficiency in customer relationship management (CRM) systems, with a preference for experience in Salesforce or similar platforms.

Ability to analyze customer service metrics and data to drive decisions and enhance service delivery.

Strong organizational and project management skills, with the capacity to juggle multiple priorities in a fast-paced setting.

Collaborative mindset with the ability to work effectively across teams and departments.

Experience onboarding and training users on digital platforms, including roster management and account setup.

Familiarity with educational technology platforms and standardized testing processes is a plus.

Excellent communication and interpersonal skills, with a knack for empathy and providing effective solutions.

Knowledge of workflow automation tools to streamline customer support processes.

Experience developing and implementing customer service policies to ensure consistent quality.

Valid U.S. driver's license.

A deep belief in the potential of all students and a passion for our mission.

Respect for diverse experiences and the ability to work effectively with individuals from various backgrounds.

Benefits

Starting salary of $65,000, based on qualifications.

Comprehensive employee benefits, including health, disability, AD&D, and life insurance.

Optional dental and vision coverage.

Matching 401(k) plan.

Paid time off and generous paid holidays.

Opportunity for fully remote work.

Company-provided laptop.

Employment Type: Full-Time