Manager of Customer Excellence
Elevate K-12
Chicago, INDIA
hace 4 días
source : TimesJobs

The Company You bring a driving passion to delight customers with customer experience, applying a strong sense of hospitality to every aspect of your work.

You have previously helped to scale a customer support team. You will be looked upon to be part of Elevate K-12s mission to give every student access to high-quality instruction, no matter their zip code.

  • This role will report to the VP of Operations. The Job Evolve and implement a scalable strategy for Elevate K-12s customer excellence processes and team Drive customer satisfaction programs, using customer feedback to implement improvements Manage to suite of support conversation metrics and leverage them effectively to inform the direction of the product roadmap Implement and iterate on support best practices by closely monitoring conversation response quality and initiating constructive feedback conversations with support team Define and implementing common tools, policies / procedures Develop key performance indicators to deliver the best customer experience and productivity Collaborate with other Ops departments (Field Ops, Account Management) to resolve issues as appropriate, while driving consistent responsiveness and communication across involved stakeholders Build relationships with peers in the Product and Engineering organization to expedite resolution of customer reported issues and feature requests and ensure priorities, timelines and expectations are aligned across all teams Manage through dotted-line reporting a team of support agents and engineers based in India, including team responsibilities and working schedule Manage the incident management process, putting the support team in a position to deliver timely, informative updates to customers while an incident is ongoing;
  • maintain ownership of postmortem communications to the broader customer base What you will need Strong communication skills Strong sense of customer advocacy;
  • ability to articulate a broad view of customer needs to the appropriate stakeholders Working knowledge of support department operations, proficiency in prioritizing critical customer issues and identifying training needs of the team Experience in human relations, decision making, organization, planning / problem solving and time management Experience in escalation management and negotiating / setting expectations for customers and employees.

    3-5 years experience managing a support team; experience managing a remote support team (international team preferred) Ability to effectively operate and excel in a fast-paced startup environment Ability to distill technical concepts down to actionable statements for management and customers Affinity for growing a team and mentoring individuals Prior experience working with offshore teams is a plus Experience adminstering support systems (Zendesk or Freshdesk is a plus)

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