Manager, Customer Support

Overview

Employer industry:
Education Technology.

We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.

• Salary up to $78,647.
• Flexible remote work options to support work/life balance.
• Comprehensive retirement package with 8-10% annual company contribution based on tenure.
• Tuition assistance and substantial discounts through the Gift of Knowledge Program for employees and families.
• Generous paid time off including holidays, vacation, personal days, and additional community engagement days.
• Commitment to a supportive and rewarding work environment that fosters employee growth.

• Determine contact center operational strategies through needs assessments, performance reviews, and capacity planning.
• Prepare reports and analyze contact center data to enhance processes and maximize customer satisfaction.
• Handle call escalations and assist staff in resolving issues.
• Monitor employee performance and implement action plans for improvement.
• Formulate strategies for agent engagement and retention to enhance workforce morale.

• Bachelor's Degree.
• Minimum of 3 years of experience in a relevant field.
• Proven ability to lead and motivate a team.
• Strong analytical skills for data-driven decision-making.
• Excellent communication and interpersonal skills.

• Experience in contact center operations management.
• Familiarity with continuous improvement methodologies.
• Knowledge of customer satisfaction metrics and performance standards.
• Background in employee development and training programs.