Customer Experience Lead

CodeHS - Chicago, Illinois or Remote - Full time

What is CodeHS?

CodeHS is a comprehensive program for helping schools teach computer science. We provide web-based curriculum, teacher tools and resources, and professional development.

Mission 

The mission of CodeHS is to empower all students to meaningfully impact the future.We believe that in the 21st century, coding is a foundational skill, just like reading and writing. That’s why we say: Read, Write, Code. We do this by providing great curriculum, tools, and resources to teachers, students, and schools to implement high quality computer science programs. We believe that everyone should get the chance to learn coding, and that it’s a skill that provides limitless creative opportunity to students. We want to help make computer science education fun and accessible, and believe you need both great tools as well as a great community to make this happen. We do this through our support for teachers, students and schools, with the help our dedicated team and amazing tutors.Must be authorized to work in the US and based in the US.Customer Experience Lead Job Description

CodeHS is looking for an Customer Experience Lead to help support users of the CodeHS site. You will be responsible for interacting with leads and customers via email, chat and phone, and managing support conversations.

You will get a chance to work closely with educators and schools to facilitate teaching coding to students all over the world.

Responsibilities

  • Manage team of support team members
  • Manage daily customer support: monitor inboxes and traffic, answer questions from team and collaborate on responses as needed
  • Regularly review and update team processes; implement changes as needed
  • Serve as escalation point for customer support issues
  • Set yearly and quarterly goals for Support team; monitor progress
  • Serve as primary support contact for select top customers
  • Plan and manage execution for all full-team projects
  • Monitor team statistics; submit weekly and monthly reports
  • Coordinate with other team leads for projects and product updates that affect multiple teams
  • Serve as support resource for the rest of the company
  • Mentor team members to build and expand skillsets
  • Hire, train and onboard new support team members
  • Coordinate support team training on new features and updates
  • Manage maintenance of internal and external resources

Requirements

  • Passionate about improving access to quality education
  • Strong written and verbal communication skills
  • Extremely organized and detail oriented
  • Interest in personally learning more about coding, prior experience a plus
  • Prior management experience a plus
  • Teaching experience or working in the educational system a plus
  • Prior support, edtech, or technical experience a plus

You're a great fit for this position if you are passionate about improving education, being a great communicator, going the extra mile to solve problems creatively, and working on the forefront to use technology to improve education.

Company Values Encourage Teaching and Learning

CodeHS is about providing excellent teaching and learning opportunities in computer science for students all over the world. We value creating fun, accessible and creative learning experiences for teachers, for students, and for team members at CodeHS. We believe that education--and specifically coding--within the formal K-12 system, the higher-education system, and beyond has the power to allow everyone to unlock their full potential.

Create a Direct Positive Impact

At CodeHS we value creating a direct positive social impact with our work. We work directly with students, teachers, schools and districts to implement computer science classes. Through building great curriculum, tools and resources to allow high schools to teach computer science, we can create a direct educational benefit to students to help explore the limitless world of computing. We believe that expanding access to computer science education will empower students to take an active role in creating the future.

Make It Fun and Creative

Bringing fun and creativity to every aspect of our work is a main focus for us at CodeHS. It starts with a fun, friendly and accessible curriculum, that allows students the opportunity to build creatively and engage in thoughtful problem solving. We also focus on developing a creative and fun environment to work in, and think that this allows us to bring novel approaches to challenging problems. Computing is about logic--but it’s also about creativity--and we hope to share that excitement with teachers and students through CodeHS.

CodeHS is an equal opportunity employer. CodeHS maintains a drug-free workplace. 

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

CodeHS

CodeHS is a web-based coding curriculum platform that also provides teacher professional development.
Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up