Director of Customer Support

IXL Learning - Raleigh, NC - Full time

IXL Learning - Raleigh, NC - Full time

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The ideal candidate has experience leading, developing and motivating a team of technical support specialists to deliver exceptional customer support for IXL products and services. In this role you will provide leadership to a team of technical support managers and analysts based in our NC and CA office locations.

What You'll Be Doing

  1. -Lead department in mission to delivering an exceptional customer experience by providing timely and knowledgeable assistance on technical related concerns
  2. -Troubleshoot and problem solve customer issues and concerns, consulting with engineering team to find solutions to technical issues
  3. -Ensure customers are promptly, courteously and professionally serviced; their questions and problems are effectively resolved
  4. -Drive continuous growth in the support team through coaching, development goals, performance management and training
  5. -Develop, implement and maintain operational metrics and service level metrics via customer support tools (such as Salesforce Service Cloud ticketing, ShoreTel Connect and others) to meet support organization needs and facilitate growth
  6. -Share customer feedback internally to drive product development, service improvements and customer satisfaction
  7. -Innovate and develop new ways to achieve high levels of customer loyalty
  8. -Collaborate with the customer teams, sales, engineering and product design teams on continued initiatives to develop and improve IXL’s products and services

What We're Looking

  • -BA/BS degree
  • -Excellent manager and leader of people and able to earn the respect of a highly technical and top performing support team
  • -5+ years of professional experience in technical support management, with the ability to manage managers as well as individual contributors
  • -Must have hands on technical support experience, strong troubleshooting and problem solving skills in the technical environment and comfortable working with engineering and QA managers
  • -Customer-centric attitude and possess the passion to enhance the customer experience
  • Ability to prioritize and multi-task in a fast-paced environment
  • -Creative and strategic thinker, with the skills, experience, and passion to scale, with efficiency, our technical support department
  • -Ability to analyze and enhance current processes through implementation of best practices
  • -Passionate about education; Experience in K-12 is a plus
  • -Excellent analytical and problem solving skills
  • -Excellent written and oral communication skills

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Role

Customer Implementation / Customer Success

Experience Level

Senior Level

IXL Learning

IXL Learning is a leading educational technology company on a big mission: delivering an immersive learning experience to all students, in all grades and subjects, in schools and homes worldwide.

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