Director of Customer Support

IXL Learning - Raleigh, North Carolina - Full time

IXL Learning, a leading edtech company with products used by 7 million students worldwide, is seeking an experienced Director of Customer Support to join our growing team in Raleigh, NC.

The ideal candidate has experience leading, developing and motivating multiple teams in order to deliver exceptional customer support for IXL products and services. In this role, you will provide leadership to teams of customer support specialists, technical support analysts and customer support engineers based in our Raleigh, NC office.

WHAT YOU'LL BE DOING

  • Lead department in mission of delivering an exceptional customer experience by providing timely and knowledgeable assistance on technical related concerns
  • Troubleshoot and problem solve customer issues and concerns, consulting with engineering team to find solutions to technical issues
  • Ensure customers are promptly, courteously and professionally serviced; their questions and problems are effectively resolved
  • Drive continuous growth in the support team through coaching, development goals, performance management and training
  • Develop, implement and maintain operational metrics and service level metrics via customer support tools to meet organization needs and facilitate growth
  • Share customer feedback internally to drive product development, service improvements and customer satisfaction
  • Innovate and develop new ways to achieve high levels of customer loyalty
  • 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 FOR

  • BA/BS degree
  • Excellent manager and leader of people with the ability to earn the respect of a highly technical and top performing support team
  • 7+ years of professional experience in technical support management including demonstrated ability to lead support organizations of 30+ individuals
  • 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
  • Creative and strategic thinker, with the skills, experience, and passion to scale, with efficiency, our technical support department
  • Ability to effectively work with other department heads to align strategies, remove roadblocks, and develop efficiencies, including Product, Engineering, Account Services, Marketing, and Curriculum teams
  • Ability to analyze and enhance current processes through implementation of best practices
  • Customer-centric attitude and possess the passion to enhance the customer experience
  • Ability to prioritize and multi-task in a fast-paced environment
  • Passionate about education; Experience in K-12 is a plus
  • Excellent analytical and problem solving skills
  • Excellent written and oral communication skills

ABOUT IXL LEARNING

IXL Learning is a leading educational technology company on a big mission: creating innovative learning experiences that help all learners reach their full potential. IXL's comprehensive curriculum and insightful analytics help more than 400,000 teachers deliver personalized instruction, and empower over 7 million students to achieve new learning milestones every day.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Senior Level

Share this job

Find your

Dream job in edtech

EdSurge Connect Beta matches talented educators, technologists, and business leaders with amazing edtech companies.

Get Matched

Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up