Customer Support Manager

PowerMyLearning - New York, NY - Full time


Position: Customer Support Manager

Job Type: Full Time

Location: National Office

ABOUT PowerMyLearning

PowerMyLearning is a national non-profit that leverages technology to strengthen the learning relationships among students, teachers, and families so that all students can succeed. Our work fosters growth in teachers as instructional leaders, in parents as support partners, and in students as learners who can meet the challenge of high academic standards. We partner with schools, districts, and after-school hubs to provide teachers with coaching and students and parents with devices and training. Underlying our work is our free web platform, PowerMyLearning Connect, already in use in more than 40% of school communities nationwide. We have demonstrated impact on student achievement and love of learning; teacher instructional practices; and parental confidence.

POSITION DESCRIPTION

We currently have an outstanding opportunity for a Customer Support Manager, responsible for ensuring a delightful support experience for all users of our nationally recognized platform, PowerMyLearning Connect. In this role, you will be responsible for shaping and leading support processes and tools within the organization, representing the user voice internally, and communicating feedback to the product team and key stakeholders. Reporting to the Senior Product Manager at PowerMyLearning, this role will ensure all of our users excel at using PowerMyLearning Connect This role will be located in New York City.

RESPONSIBILITIES

  • Select and implement a Help Desk Solution for PowerMyLearning Connect
  • Provide front-line assistance to customers via email, phone, and screen sharing as needed
  • Develop and maintain a knowledge base, including how-to articles/screencasts and release notes
  • Report bugs to the product team and help with QA troubleshooting and testing as needed
  • Represent the user voice on internal meetings
  • Aggregate user feedback and share internally to inform product decisions
  • Report on support metrics and thoughtfully recommend solutions for common issues
  • Support internal product trainings

REQUIRED CANDIDATE QUALIFICATIONS

  • Bachelor’s degree
  • 3+ years experience in a customer support role for a technology product
  • Ability to investigate potential bugs and identify user errors
  • Knowledge of relevant tools for screencasting, creating gifs, editing screenshots, etc.
  • Knowledge of help desk solutions and ability to customize and implement a new one
  • Excellent interpersonal skills
  • Extremely tech savvy
  • Outstanding written and verbal communication skills
  • Patient and courteous with a warm, friendly demeanor
  • Passionate about PowerMyLearning’s mission of leveraging technology to strengthen the learning relationships among students, teachers, and families so that all students can succeed.
  • Attention to detail and self-organization skills

NICE TO HAVE

  • Experience providing customer support for an educational technology product
  • Teaching experience
  • Experience working with Salesforce

COMPENSATION AND BENEFITS

Compensation will be competitive and commensurate with experience. PowerMyLearning also offers medical and dental insurance with an employee contribution.

TO APPLY

Please send a resume and thoughtful cover letter, outlining how your skills and experience meet the qualifications of the position, your current/most recent salary, and how you heard about this opportunity, to jobs@powermylearning.org using the following conventions:

Subject line: Customer Support Manager

Cover Letter: yourfirstname_yourlastname_coverletter.doc Resume: yourfirstname_yourlastname_resume.doc

Applications will be reviewed on a rolling basis.

PowerMyLearning is an equal opportunity employer. PowerMyLearning strives to practice and champion inclusiveness in our communities, and we aim to honor the diverse strengths, needs, voices, and backgrounds of all members of our communities. Candidates from traditionally marginalized communities are especially encouraged to apply.

Apply Now

Experience Level

3 to 5 years

PowerMyLearning

ABOUT PowerMyLearning

PowerMyLearning is a national non-profit that leverages technology to strengthen the learning relationships among students, teachers, and families so that all students can succeed. Our work fosters growth in teachers as instructional leaders, in parents as support partners, and in students as learners who can meet the challenge of high academic standards. We partner with schools, districts, and after-school hubs to provide teachers with coaching and students and parents with devices and training. Underlying our work is our free web platform, PowerMyLearning Connect, already in use in more than 40% of school communities nationwide. We have demonstrated impact on student achievement and love of learning; teacher instructional practices; and parental confidence.

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