**Experienced Customer Care Manager – Remote Leadership Opportunity**

**Join arenaflex, a pioneering educational technology company, in revolutionizing the way students access quality educational experiences. As our Customer Care Manager, you will lead a team of dedicated professionals in delivering exceptional support to educators and students, embodying our commitment to making education accessible and impactful.** **About arenaflex** At arenaflex, we believe that every student deserves access to a better future. Our mission is to level the playing field in education by offering the most effective test preparation available – made accessible to all students. With over 10 years of experience partnering with school districts and institutions on college readiness services and resources, we have surpassed one million students served since our founding in 2012. Our dedication to making education accessible and impactful has earned us recognition among the Inc. 5000 “Fastest Growing Companies,” featured by “Entrepreneur 360,” and selected among the “Growth Leaders” by Louisiana Economic Development. **Our Culture** When we ask our employees what they love most about working for arenaflex, it comes down to the mission, the people, and the challenge. We have a strong mission that truly changes lives and motivates us each day to get up, get together, get better, and get things done. Our team is as diverse as the student population we serve, and we value our employees as people, not just the position they fill. We have bicyclists, book nerds, musicians, basketball players, video gamers, and one person who has an insanely green thumb. No really. She can grow anything! **Job Summary** As our Customer Care Manager, you will lead the charge in providing seamless and supportive interactions with our products and services. Your role is crucial in guiding a team that delivers outstanding support to educators and students, embodying our commitment to making education accessible and impactful. You will develop a team of agents skilled in offering top-tier customer service, resolving issues swiftly and empathetically. Your technical acumen and customer service expertise will be key in fostering an environment where every inquiry is an opportunity to bolster trust in arenaflex's mission. **Responsibilities** * 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** * 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** * $65,000 starting salary based on qualifications * 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 **Why Join arenaflex?** At arenaflex, we offer a dynamic and supportive work environment that fosters growth and development. Our team is passionate about making education accessible and impactful, and we believe that every student deserves access to a better future. If you share our vision and values, we encourage you to apply for this exciting opportunity to join our team as a Customer Care Manager. **How to Apply** If you are a motivated and experienced customer service professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you and exploring how you can contribute to our mission to level the playing field in education. **Equal Employment Opportunity** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. **Note** arenaflex is a remote-friendly company, and this position can be performed from anywhere in the United States. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are passionate about making education accessible and impactful, we encourage you to apply for this exciting opportunity to join our team as a Customer Care Manager. Apply for this job