Experienced Customer Care Manager for Educational Technology – Leading Remote Team and Delivering Exceptional Service

Introduction to blithequark At blithequark, we are passionate about revolutionizing educational experiences through the fusion of cutting-edge technology and exceptional customer service. As a leader in the educational technology sector, we are committed to making a profound impact on student success. Our mission is to provide accessible and effective educational solutions, and we are seeking a talented Customer Care Manager to join our team. As a remote position, you will have the opportunity to work from the comfort of your own home, located anywhere in the United States, and be part of a dynamic team that is dedicated to making a difference in the lives of students and educators. About the Role As our Customer Care Manager, you will play a vital role in leading our customer care team and delivering seamless, supportive interactions with our products and services. Your expertise in customer service and technical acumen will be essential in fostering an environment where every inquiry is an opportunity to build trust and loyalty with our customers. You will be responsible for developing a team of skilled agents who can provide top-tier customer service, resolving issues swiftly and empathetically, and ensuring that our customer care team operates with efficiency and empathy. Key Responsibilities Lead the Customer Care team, setting and maintaining high customer service standards, and providing coaching, training, and ongoing evaluation to drive excellence in performance. Generate and analyze reports to monitor team productivity and key performance metrics, and drive customer advocacy through process improvement initiatives and feedback implementation. Collaborate across departments to implement best practices for comprehensive customer service, and troubleshoot technical issues, providing guidance to customers on product features. Analyze and report product malfunctions, ensuring internal databases are updated, and monitor and address customer complaints, providing proactive assistance and support. Share valuable insights and workarounds with team members to enhance product offerings, and inform customers about new features and functionalities to maximize their product experience. Manage ticket quality, quantity, monitoring, and improvement efforts, and serve as the escalation point for complex customer issues, ensuring timely resolution. Follow up with customers to gather feedback and identify areas for service improvement, and provide valuable customer feedback to internal teams for continuous improvement. Assist in the development of Help Center content and other educational resources, and oversee the effective utilization and administration of Zendesk. Essential Qualifications To be successful in this role, you will need to have a Bachelor's degree or higher in business administration, communication, education, or a related field. You should have at least 3 years of experience in customer service management, preferably in an educational technology or online platform environment, and 1+ years of experience managing direct reports, with a proven track record of leading and developing high-performing teams. Preferred Qualifications Experience in a customer support role within the education sector, dealing with school district administrators, teachers, and students. Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in Salesforce or similar platforms. Demonstrated ability to analyze customer service metrics and data to drive decision-making and improve service delivery. Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment. Ability to collaborate effectively across teams and departments to enhance customer experience and resolve issues. Experience with onboarding and training users on digital platforms, including roster management and account setup. Familiarity with educational technology platforms and standardized testing processes is a plus. Skills and Competencies To excel in this role, you will need to have excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions to customer inquiries. You should be knowledgeable about workflow automation tools and platforms to streamline customer support processes, and have experience in developing and implementing customer service policies and procedures to ensure consistent service quality. What We Offer A competitive starting salary of $65,000, based on qualifications. Employee benefits eligibility, including health, disability, AD&D, and life insurance. Optional dental and vision coverage. Matching 401k. Paid time off and generous paid holidays. The ability to work fully remote, with a company-supplied laptop. Career Growth Opportunities At blithequark, we are committed to the growth and development of our employees. As a Customer Care Manager, you will have the opportunity to develop your skills and expertise, and take on new challenges as our company continues to grow and evolve. You will be part of a dynamic team that is passionate about making a difference in the lives of students and educators, and you will have the opportunity to contribute to the development of new products and services that will shape the future of education. Work Environment and Company Culture At blithequark, we value our employees as people, not just the position they fill. We are a diverse and dynamic team, and we believe that our differences are what make us strong. We are committed to creating a work environment that is inclusive, supportive, and empowering, and we believe that our employees should have the opportunity to grow and develop in their careers. We offer a range of benefits and perks, including flexible working hours, remote work options, and professional development opportunities, and we are committed to making sure that our employees feel valued and appreciated. Conclusion If you are a motivated and experienced customer service professional who is passionate about education and making a difference in the lives of students and educators, we encourage you to apply for this exciting opportunity. As a Customer Care Manager at blithequark, you will have the opportunity to lead a team of skilled agents, develop your skills and expertise, and contribute to the growth and success of our company. Don't miss out on this chance to join a dynamic team and make a real impact in the world of education. Apply now to become a part of the blithequark team and start your journey to a rewarding and challenging career. Apply for this job