Director of Support

Castle Point Learning Systems, LLC - Remote - Full time


Castle Point Learning Systems LLC (CPLS) is the developer of the Gradarius Calculus Learning Platform™, an online learning technology which provides a unique and engaging approach to improving Calculus fluency. We are looking for an experienced Director of Support Services to join our growing company. The Director of Support is responsible for the overall direction, coordination, and quality of our technical support and customer service department. This position requires a candidate who is experienced in supporting the demanding needs of academic clients and their students, and one who can provide our organization the feedback and metrics to allow us to improve the quality and experience with our product. This is a full time position from a virtual office.

Duties and Responsibilities

* Lead the design and development of the Customer Support organization, including technology requirements, customer management processes, content needs, and staffing.

* Develop and execute for today while also mapping out and planning for our longer term strategy for service, process and innovation.

* Mentor and train team members to grow the skills required to succeed in the Support position.

* Implement best practices and stay up to date on emerging trends in support center operations management.

* Lead performance improvement focus across all our operations and maintaining relentlessly high standards for Customer Support and satisfaction.

* Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, product content changes, etc.).

* Solve complex customer service issues and proactively head off negative service trends.

* Analyze issues and look for recurring patterns – develop solutions to reduce occurrences.

* Develop an ongoing customer life-cycle management profile, tracking methodology and enhancement plan to identify, grow and retain best customers.

* Drive processes to identify and correct gaps in the customer experience based upon qualitative and quantitative customer feedback.

* Define and implement performance metrics that will ensure the tracking and continuous improvement of our products and service to our customer and stakeholder measures and outcomes.

Experience, Education, Skills and Credentials

* 3 years of proven experience leading customer success in a Software-as-a-Service-(SaaS) environment.

* Bachelor’s degree in computer science, engineering, or education preferred.

* Equivalent work experience considered.

* Experience with customer success and organizational  technologies – CRM, STS, and CMS.

* Experience in Academic or Education based markets desired.

* Experience with data analysis methodologies preferred.

* Demonstrated expertise in scaling and developing customer success teams.

* Ability to seamlessly transition among a variety of tasks in a dynamic environment.

* Ability to quickly learn a technical product.

* Outstanding organizational and management skills.

* Ability to travel in the US and Canada

Apply Now

Experience Level

3 to 5 years

Castle Point Learning Systems, LLC

Gradarius(TM) is the world’s first stepwise Calculus Learning Platform, providing an engaging online learning experience where students learn step-by-step problem solving methods, rather than multiple choice or fill in the blank routines. The company’s product launch is slated for the 2017-2018 academic year. Gradarius is known at conferences for attracting some of the largest crowds, leaving the participants enthusiastic for more. Cornell, CUNY, and Penn State are among the active beta sites. Gradarius is based on research partly funded by the National Science Foundation. Our founders received the prestigious Innovation Award from the New Jersey Inventor’s Hall of Fame.

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