**Experienced Customer Care Manager - Remote**

Are you a customer service leader with a passion for education and a drive to make a difference in the lives of students and educators? Do you have a proven track record of building high-performing teams and delivering exceptional customer experiences? If so, we invite you to join arenaflex, a leading provider of educational technology solutions, as our Customer Care Manager. At arenaflex, we're committed to leveling the playing field in education by offering the most effective test preparation available, made accessible to all students. Our mission is to empower educators and students to achieve their full potential, and we're seeking a talented Customer Care Manager to lead our customer support team. **About arenaflex** arenaflex is a dynamic and growing company that's making a significant impact in the education sector. With over 10 years of experience partnering with school districts and institutions, we've served over one million students since our founding in 2012. Our commitment to educational excellence and customer satisfaction has earned us recognition as one of the Inc. 5000 "Fastest Growing Companies" and featured in "Entrepreneur 360" and "Growth Leaders" by Louisiana Economic Development. **Our Culture** At arenaflex, we're a diverse and inclusive team that values our employees as people, not just the position they fill. We believe in creating a work environment that's engaging, supportive, and challenging. Our employees are passionate about our mission, and we're looking for someone who shares that passion. **Responsibilities** As our Customer Care Manager, you'll be responsible for leading our customer support team, setting and maintaining high customer service standards, and driving customer advocacy through process improvement initiatives and feedback implementation. Your key responsibilities will include: * Lead the Customer Care team, setting and maintaining high customer service standards * Provide coaching, training, and ongoing evaluation to drive excellence in performance * Generate and analyze reports to monitor team productivity and key performance metrics * Drive customer advocacy through process improvement initiatives and feedback implementation * Actively contribute to the weekly "Customers are Forever" meeting, providing progress updates * Collaborate across departments to implement best practices for comprehensive customer service * Troubleshoot technical issues and provide guidance to customers on product features * Analyze and report product malfunctions, ensuring internal databases are updated * Monitor and address customer complaints, providing proactive assistance and support * Share valuable insights and workarounds with team members to enhance product offerings * Inform customers about new features and functionalities to maximize their product experience * Ticket Management, Quality Assurance, and Escalation Handling: + Take ownership of Zendesk, ensuring effective utilization and administration + Oversee ticket quality, quantity, monitoring, and improvement efforts + Serve as the escalation point for complex customer issues, ensuring timely resolution * Feedback Loop, Reporting, and Customer Education: + Follow up with customers to gather feedback and identify areas for service improvement + Provide valuable customer feedback to internal teams for continuous improvement + Assist in the development of Help Center content and other educational resources **Requirements** To be successful in this role, you'll need: * A Bachelor's degree or higher in business administration, communication, education, or related field * 3+ years of experience in customer service management, preferably in an educational technology or online platform environment * 1+ years of experience managing direct reports, with a proven track record of leading and developing high-performing teams * Experience in a customer support role within the education sector, dealing with school district administrators, teachers, and students preferred * 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 * Excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions to customer inquiries * Knowledge of workflow automation tools and platforms to streamline customer support processes * Experience in developing and implementing customer service policies and procedures to ensure consistent service quality * A valid U.S. driver's license * Deep belief in the potential of all students and a passion for arenaflex's mission * Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds **Benefits** As our Customer Care Manager, you'll enjoy a competitive salary of $65,000 based on qualifications, as well as: * Employee benefits eligibility (health, disability, AD&D, life insurance) * Optional dental and vision coverage * Matching 401k * Paid time off * Generous paid holidays * Ability to work fully remote * Company supplied laptop **How to Apply** If you're a motivated and customer-focused leader who is passionate about education, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. Apply for this job