Head of Customer Support

  • Full Time
  • Anywhere
  • Posted 2 weeks ago

Job Description

 

Head of Customer Support

REMOTE

Hiring for remote work in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia & Washington.

Customer Support

Full time

Are you an amazing people person? Do you have a passion for education? Is problem-solver your middle name? If you answered yes, you just might be Edpuzzle’s missing piece!

We’re looking for a Head of Customer Support to join the US-based team at Edpuzzle, a leading edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe, with offices in San Francisco and Barcelona. The right person will be responsible for providing superior customer support to our teachers and schools through policies, procedures, and setting of goals; staying up-to-date on industry products and trends; and training staff.

What You’ll Do

  • Manage the customer support department’s day-to-day functions
  • Respond to escalated customer support issues
  • Create reports and analyze statistics for the Director of Global Customer Support on a regular basis and ad hoc
  • Implement customer support processes to enhance customer satisfaction
  • Improve customer service experience, create engaged customers, and facilitate organic growth
  • Work with the Director of Global Customer Support to formulate, revise, and implement customer support policies
  • Inform the team of all new information related to products, procedures, and trends
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Assess support statistics and prepare detailed reports on findings
  • Interview and hire new employees
  • Oversee and evaluate the team’s ongoing training efforts
  • Deliver performance evaluations
  • Recruit, mentor, and develop customer support agents and nurture an environment where they can excel through encouragement and empowerment
  • Serve as the liaison between the organization and the customer support team members to ensure smooth communication and settling of grievances that may arise in the course of work
  • Manage the budget of the customer support department

Who You Are

  • Excellent interpersonal and customer service skills
  • Excellent verbal and written communication skills
  • Excellent organizational skills and attention to detail
  • Excellent time management skills with a proven ability to meet deadlines
  • Strong analytical and problem-solving skills
  • Strong supervisory and leadership skills
  • Ability to prioritize tasks and delegate them when appropriate
  • Ability to function well in a high-paced and at times stressful environment
  • Ability to think strategically and to lead
  • Ability to function well in a high-paced and at times stressful environment
  • Experience using Zendesk or other CS tools
  • Experience with macros and Help Center articles
  • Excellent communication skills via email, phone, and video chat
  • Flexible and willing to adapt quickly
  • Self-motivated: you have the ability to stay on-task while working alone
  • Strategic thinker: you’re unafraid to use data to problem-solve and inform your decisions
  • Team-player: you look for ways to learn from and help your teammates
  • Unintimidated by new technology and a fast learner

Education and Experience:

  • 3+ years of proven working experience as a Customer Service Manager or Lead
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • High-speed internet connection

About remote positions:

  • Work remotely from the comfort of your own home or chosen workspace
  • Receive guidance from your manager & ask all the questions you need
  • Meet with your manager on a weekly basis to review status & brainstorm new projects to accomplish goals
  • Set daily tasks with your manager initially, over time becoming more autonomous & proactive in proposing new ideas to reach goals

Hiring for remote work in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia & Washington.

Benefits

  • Competitive salary
  • Medical, vision, and dental insurance
  • 401(k) matching
  • Flexible PTO
  • MacBook, monitor, and flexible work-from-home setup
  • Incredible opportunity to grow, learn & build lifetime bonds with other passionate people

Edpuzzle is an equal opportunity employer, and we highly value diversity at our company. If you’d like to be considered for this position, please apply below. We look forward to hearing from you!

To apply for this job please visit apply.workable.com.