Apply📍 United States
🧭 Full-Time
💸 65000 USD per year
🔍 Educational technology
🏢 Company: MasteryPrep
- Bachelor’s degree or higher in business administration, communication, education, or 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 to manage multiple priorities in a fast-paced environment.
- Ability to collaborate effectively across teams and departments to enhance customer experience.
- Experience with onboarding and training users on digital platforms, including roster management and account setup.
- Excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions.
- Knowledge of workflow automation tools to streamline customer support processes.
- Experience in developing and implementing customer service policies and procedures.
- Lead the Customer Care team, setting and maintaining high customer service standards.
- Provide coaching, training, and ongoing evaluation to drive excellence in performance.
- Generate and analyze reports to monitor team productivity and key performance metrics.
- Drive customer advocacy through process improvement initiatives and feedback implementation.
- Collaborate across departments to implement best practices for comprehensive customer service.
- Troubleshoot technical issues and guide customers on product features.
- Analyze and report product malfunctions, ensuring internal databases are updated.
- Monitor and address customer complaints, providing proactive assistance.
- Inform customers about new features and functionalities to maximize their product experience.
- Take ownership of Zendesk, ensuring effective utilization and administration.
- Serve as the escalation point for complex customer issues, ensuring timely resolution.
- Follow up with customers to gather feedback and identify areas for service improvement.
LeadershipProject ManagementSalesforceCustomer serviceOrganizational skillsCoaching
Posted 2024-11-19
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