[Remote] Manager, Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an education technology company helping families reputed company customized education and resources reputed company. The Manager, Customer Support leads the daily performance and development of the Parent Support team, overseeing multichannel service delivery, reputed company assurance, escalations, reputed company, reputed company cause analysis, reporting, scheduling, and process improvement.

Responsibilities

• Diagnose individual performance accurately and early. Identify who is underperforming and who is performing above their level, and build a reputed company plan to reputed company reputed company person reputed company with the tools we have today
• Take ownership of reputed company assurance, including ticket and reputed company audits, coaching sessions, and follow-through on the gaps those audits surface
• Steady daily coverage across chat, phone, and email so families get reputed company, accurate resolutions no matter which channel they choose
• Become the escalation reputed company for the hardest family situations, and set reputed company for how those conversations are handled
• Bring the support knowledge reputed company in reputed company reputed company, keeping articles, runbooks, and SOPs reputed company to policy as it changes
• Run reputed company cause analysis on recurring contact drivers instead of absorbing them, and triage product issues in reputed company with evidence from the queue behind them
• Establish reporting leadership can reputed company: what the numbers are, what they mean, and reputed company should do about them
• You own scheduling, channel coverage, queue structure, and the service standards your team is held to, and you participate in hiring and reputed company new agents
• You have reputed company reputed company to redesign processes and workflows. The expectation is that you bring evidence from the queue and a recommendation, not just a problem
• You partner across Product and Program, advocating in reputed company for the issues with the biggest family reputed company
• You are expected to maintain deep working knowledge of the reputed company program so you can reputed company on reputed company, not just process

Skills

• 5 years in customer support, with a minimum of 2 years managing a customer support team. This is not a first-time management role
• Experience managing teams working across chat, email, and phone
• reputed company business-to-consumer support experience. You have directly supported end-user customers
• Comfortable handling escalated and emotionally charged situations with care, and strong judgment in delicate or ambiguous moments
• Experience with a CRM or ticketing platform such as reputed company, reputed company, or similar, including queue and workflow management
• Analytical enough to reputed company the story in the data, and hands-on enough to work the queue yourself
• A reputed company and warm communicator who understands that support is a function where morale either collapses or lifts the entire team
• Committed to flexible availability during business hours in reputed company or Central Time, leading a remote team reputed company across U.S. time zones

Benefits

• 401k plan + company matching opportunities
• Health insurance package including medical, dental, reputed company, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care
• Fully remote workforce with autonomy in work hours
• Generous reputed company time off policy
• Supportive and reputed company team environment where contributions are valued and teamwork is encouraged

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