Manager of Client Support

Schoology - New York - Full time

As Manager of Client Support, you will:

  • Lead a high performing team of full time Client Support Associates, Specialists, and Senior Specialists in the delivery of front line of customer service for Schoology’s passionate user base, supporting customers via email, chat, and phone
  • Train, coach and develop this high performing team to work the best of their potential and continued develop in their own careers
  • Act as an escalation point for and providing guidance on the trickiest customer issues
  • Coordinate regular cross-team collaborative reviews of the most critical customer issues of the day
  • Create, implement and update policies and procedures, from shift scheduling, to operating protocols, to best practice model behaviors
  • Track and measure team’s performance towards internal SLA’s, ensuring the most urgent client issues are addressed first
  • Contribute both strategic and tactical thinking towards the continual improvement of the Support team’s performance
  • Over time, attain a deep understanding of the web-based product and iOS/Android applications, keep abreast of the latest changes in the product and industry
  • Manage a customer support provider in the delivery of holiday backup and seasonal support

In order to succeed in this position, you will have:

  • The ability to motivate, inspire and lead a team.
  • Excellent communication and interpersonal skills.
  • Motivation and desire to help others
  • Patience to deal with complex issues and a variety of personalities
  • A high degree of resourcefulness and poise under pressure
  • Strong organizational and prioritization skills, with a careful attention to detail
  • Bachelor’s Degree (or equivalent experience) and 3+ years in a problem-solving environment.

Bonus points for:

  • Foreign language skills, especially Spanish, are a plus
  • Education Technology and/or SAAS company experience
  • A passion for Support and/or Education!

All team members at Schoology are expected to embody our core values which are Passion, Collaboration, Innovation, Curiosity and Integrity.

Our mission is to continuously advance what is possible in education. You in?

Schoology is an Equal Opportunity Employer and embraces diversity of every kind.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Schoology

Schoology is one of the fastest growing education technology companies with millions of users across the world.

We bring together the best K-12 learning management system with assessment management to improve student performance, foster collaboration, and personalize learning.

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