Experienced Customer Care Manager - Remote

Are you a customer service leader with a passion for education and a knack for driving exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join blithequark, a pioneering education technology company dedicated to leveling the playing field in education. As our Customer Care Manager, you'll lead a team of customer service professionals in delivering top-notch support to educators and students, embodying our commitment to making education accessible and impactful. At blithequark, we're on a mission to profoundly impact student success by blending customer service excellence with educational technology. Our innovative approach has already helped over one million students, and we're just getting started. As a key member of our team, you'll play a vital role in shaping the future of education and making a meaningful difference in the lives of students and educators.

About blithequark

blithequark is a rapidly growing company that's passionate about making education more accessible and enjoyable for all students. 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, we've established ourselves as a leader in college readiness services and resources. Our team is diverse, dynamic, and dedicated to our mission. We're not just a company – we're a community of individuals who share a common goal: to make a difference in the lives of students and educators. When we ask our employees what they love most about working for blithequark, it comes down to the mission, the people, and the challenge.

• The mission: We're driven by a strong sense of purpose and a desire to make a meaningful impact. Our mission motivates us every day to get up, get together, get better, and get things done.
• The people: We value our employees as people, not just the position they fill. We're a diverse team of individuals with unique backgrounds, interests, and passions.
• The challenge: We believe that with everything we do, we should make it awesome. We don't believe in "average," "run-of-the-mill," or "ordinary." And "good enough" isn't in our vocabulary. We're growing rapidly, and we won't stop until every student has access to a better future.

Responsibilities

As our Customer Care Manager, you'll lead a team of customer service professionals in delivering exceptional support to educators and students. Your responsibilities will include:

• Leading the Customer Care team, setting and maintaining high customer service standards
• Providing coaching, training, and ongoing evaluation to drive excellence in performance
• Generating and analyzing reports to monitor team productivity and key performance metrics
• Driving customer advocacy through process improvement initiatives and feedback implementation
• Actively contributing to the weekly "Customers are Forever" meeting, providing progress updates
• Collaborating across departments to implement best practices for comprehensive customer service
• Troubleshooting technical issues and providing guidance to customers on product features
• Analyzing and reporting product malfunctions, ensuring internal databases are updated
• Monitoring and addressing customer complaints, providing proactive assistance and support
• Sharing valuable insights and workarounds with team members to enhance product offerings
• Informing customers about new features and functionalities to maximize their product experience
• Ticket Management, Quality Assurance, and Escalation Handling:

+ Taking ownership of Zendesk, ensuring effective utilization and administration + Overseeing ticket quality, quantity, monitoring, and improvement efforts + Serving as the escalation point for complex customer issues, ensuring timely resolution

• Feedback Loop, Reporting, and Customer Education:

+ Following up with customers to gather feedback and identify areas for service improvement + Providing valuable customer feedback to internal teams for continuous improvement + Assisting in the development of Help Center content and other educational resources

Requirements

To succeed in this role, you'll need:

• A Bachelor's degree or higher in business administration, communication, education, or a 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 blithequark's mission
• Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Benefits

As a valued member of our team, you'll enjoy:

• A starting salary of $65,000 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 blithequark?

At blithequark, we're not just looking for employees – we're looking for team members who share our passion for education and our commitment to making a difference. If you're a customer service leader with a passion for education and a knack for driving exceptional experiences, we invite you to join our team. Apply now and become a part of a dynamic, growing company that's changing the face of education. Apply Now! Apply for this job