Senior Director of Customer Support (Remote)

About the Role:

At DreamBox Learning, the Customer Support team provides both operational and customer support to over 200,000 educators and parents representing over 5 million students. As the Senior Director, Customer Support, you’ll play a key strategic role not just in the success of DreamBox, but also in the success of the students that we serve. You will shape and execute on our vision of a transformative service experience built around our customer needs, powered by automation. The Customer Support team is ~40 people and accountable for a broad scope of work including technical setup/onboarding and issue-driven customer support, with teams located in Bellevue, WA, Raleigh, NC, and remote roles across the US. The position reports directly to the Chief Customer Officer at DreamBox and is a member of the Customer Leadership Team.

You are an experienced technical support leader in Edtech and understand how people, structure, tools and culture drive a company’s success. You are a hands-on learner and take pride in your knowledge of the product, the industry, and emerging technologies. You are passionate about building, leading, and scaling a support organization that starts with a fantastic employee experience. You are obsessive about the customer experience and relentless if continuously improving the ways that we can serve customer needs.

What You'll Be Doing:

• Set the strategic vision and roadmap for the customer onboarding and support experience at DreamBox, including introduction of new models to scale our dual-discipline support experience.
• Influence the math and literacy product roadmap with data driven analysis on the customer experience.
• Ensure quality and consistency in the service we currently provide to our customers while constantly pushing for how we can make it better.
• Define key metrics to identify and communicate the health of our support experience to our executive leadership on a monthly cadence.
• Invest in and develop an already talented Support leadership team to be equipped with continuously developing skills that align to our company growth.
• Serve as a technical leader and coach for the support team, growing technical depth and problem solving across the team.
• Build relationships with our clients, building confidence and trust that we are committed to the very best experience in EdTech for them.
• Be an incredible collaborator and senior team member, building close partnerships with executive leaders in Product Mgmt., Sales, Engineering, Marketing and Business Operations.

About You:

• 10+ years of experience in a leadership role for dynamic technical operations and support teams; Edtech experience required (Experience working with districts or higher education as the customer)
• Track record of building teams that thrive through a commitment to diversity, inclusion and equity in the workplace
• Must be an incredible people leader with a history of developing innovative teams and deep experience in managing managers.
• Experience leveraging and implementing tools to drive the support experience - phone, email, case management, chat, analytics, self-service customer workflows, automation, etc
• Deep knowledge of best practices, systems, and organizational design essential to maximizing the performance of technical support teams
• Strong leadership skills, including a commitment to equity and diversity as part of building highly effective teams
• Legal right to work in the United States

#BI-Remote #LI-Remote

About Us: Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math or literacy at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.

We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.

We offer a flexible, hybrid work solution once it is safe to go back into the office. We are all 100% remote at this time.

At DreamBox, we believe diversity is an essential strength. That’s why we’re committed to providing an inclusive culture, an equitable work environment, and creating the most effective educational products that celebrate the diversity in students, families, communities, and the world. We know that talent exists everywhere, but opportunity does not. Therefore, we are a proud equal opportunity and affirmative action employer, but we don’t make these commitments simply because they’re required by law. We hold ourselves to a higher standard and make these commitments so that everyone at DreamBox can bring their full selves to our important mission. Our identities matter, and in order to create a more just, equitable world, we know it begins with DreamBox being an inclusive workplace that serves as a model for that change.