Manager, Customer Support (Tucson, AZ)

IXL Learning - Tucson, Arizona - Full time

IXL Learning, a leading edtech company with software products used by 13 million students worldwide is seeking an experienced Manager, Customer Support to join our growing team. The ideal candidate has experience working with technology, supporting customers and managing teams in order to deliver exceptional customer support for IXL products and services. In this role, you will provide leadership and motivation to a team of customer support specialists based in our Tucson, AZ office.

WHAT YOU'LL BE DOING

  • Lead and scale a world-class Customer Support team that provides timely and knowledgeable assistance on product usage & billing related questions
  • Ensure team members are equipped to respond to membership questions and assist customers with account inquiries, renewals, and changes courteously and professionally
  • Receive and process international wire transfers, money orders, and PayPal payments
  • Troubleshoot and problem solve customer issues and concerns, consulting with Technical Support team to find solutions to technical issues
  • 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
  • Gather and 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

WHAT WE'RE LOOKING FOR

  • BA/BS degree
  • 1-3+ years of experience managing, leading and developing small (3-5 people) customer support or technical support teams with a lead by example management style
  • Hands on technical support experience, strong troubleshooting and problem solving skills required
  • Ability to effectively work with cross functionally to align strategies, remove roadblocks, and develop efficiencies, withProduct, Engineering, Account Services, Marketing, and Curriculum teams
  • Passion for continuous improvement with the ability to analyze and enhance current processes through the implementation of best practices
  • Customer-centric attitude and 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

At IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.

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 850,000 teachers deliver personalized instruction, and empower over 13 million students to achieve new learning milestones every day.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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