Experienced Customer Care Manager for Educational Technology – Remote Leadership Opportunity in Customer Service Excellence

Introduction to arenaflex

At arenaflex, we are dedicated to revolutionizing educational experiences through exceptional service and innovative technology. As a leader in the educational technology sector, we strive to make a profound impact on student success. Our mission is to level the playing field in education, providing accessible and effective solutions for educators and students alike. As our Customer Care Manager, you will play a vital role in guiding our team to deliver outstanding support, embodying our commitment to making education accessible and impactful.

Job Overview

In this critical position, you will lead our Customer Care team, developing a group of skilled agents who provide top-tier customer service, resolving issues swiftly and empathetically. Your technical expertise and customer service acumen will be essential in fostering an environment where every inquiry is an opportunity to build trust in arenaflex's mission. You will ensure that our Customer Care Team operates with efficiency and empathy, making our experience more attainable and enjoyable for our customers.

Key Responsibilities

• Lead the Customer Care team, setting and maintaining high customer service standards, and providing coaching, training, and ongoing evaluation to drive excellence in performance.
• Generate and analyze reports to monitor team productivity and key performance metrics, driving customer advocacy through process improvement initiatives and feedback implementation.
• Actively contribute to the weekly "Customers are Forever" meeting, providing progress updates, and collaborate across departments to implement best practices for comprehensive customer service.
• Troubleshoot technical issues and provide guidance to customers on product features, analyzing and reporting product malfunctions, and ensuring internal databases are updated.
• Monitor and address customer complaints, providing proactive assistance and support, and share valuable insights and workarounds with team members to enhance product offerings.
• Inform customers about new features and functionalities to maximize their product experience, and manage ticket quality, quantity, monitoring, and improvement efforts.
• Serve as the escalation point for complex customer issues, ensuring timely resolution, and follow up with customers to gather feedback and identify areas for service improvement.
• Provide valuable customer feedback to internal teams for continuous improvement, and assist in the development of Help Center content and other educational resources.

About arenaflex

At arenaflex, we believe that every student deserves access to quality education. Our mission is to provide the most effective test preparation available, made accessible to all students. With over 10 years of experience partnering with school districts and institutions on college readiness services and resources, we have surpassed one million students served. We are proud to be ranked among the fastest-growing companies, featured by Entrepreneur 360, and selected among the Growth Leaders by Louisiana Economic Development.

Our Culture

When we ask our employees what they love most about working for arenaflex, it comes down to the mission, the people, and the challenge. We have a strong mission that motivates us each day to get up, get together, get better, and get things done. Our team is diverse, and we value our employees as people, not just the position they fill. We believe in making everything we do awesome, and we don't settle for average or ordinary. We're growing tremendously, and we won't stop until every student has access to a better future.

Requirements

To be successful in this role, you will need:

• A Bachelor's degree or higher 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, with a proven track record of leading and developing high-performing teams.
• Experience in a customer support role within the education sector, dealing with school district administrators, teachers, and students preferred.
• Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in Salesforce or similar platforms.
• Demonstrated ability to analyze customer service metrics and data to drive decision-making and improve service delivery.
• Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to collaborate effectively across teams and departments to enhance customer experience and resolve issues.
• Experience with 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 the ability to empathize and provide effective solutions to customer inquiries.
• Knowledge of workflow automation tools and platforms to streamline customer support processes.
• Experience in developing and implementing customer service policies and procedures to ensure consistent service quality.
• A valid U.S. driver's license.
• Deep belief in the potential of all students and a passion for arenaflex's mission.
• Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience working in a remote environment, with a proven ability to manage and lead virtual teams.
• Knowledge of educational technology platforms, including learning management systems and online learning platforms.
• Experience with data analysis and reporting tools, such as Tableau or Power BI.
• Certification in customer service or a related field, such as CCSP or CCEP.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Care Manager, you will have access to:

• Professional development opportunities, including training and certification programs.
• Mentorship and coaching from experienced leaders in the industry.
• Opportunities to collaborate with cross-functional teams, including sales, marketing, and product development.
• A dynamic and supportive work environment that encourages innovation and creativity.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a virtual team that values collaboration, communication, and mutual respect. We believe in work-life balance and offer flexible scheduling and remote work options to ensure that our employees can thrive in their personal and professional lives.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A starting salary of $65,000, based on qualifications.
• Employee benefits eligibility, including health, disability, AD&D, and life insurance.
• Optional dental and vision coverage.
• Matching 401k.
• Paid time off and generous paid holidays.
• Ability to work fully remote, with a company-supplied laptop.

Conclusion

If you are a motivated and experienced customer service professional looking for a challenging and rewarding role, we encourage you to apply for the Customer Care Manager position at arenaflex. As a leader in the educational technology sector, we offer a unique opportunity to make a positive impact on student success and education. Join our team and be part of a dynamic and supportive work environment that values innovation, creativity, and collaboration.

Apply now and take the first step towards a fulfilling and challenging career with arenaflex. We look forward to hearing from you!