portal resources jobs companies z zearn customer support manager

Customer Support Manager


Zearn is a nonprofit on a mission to support all children learning and loving math. To achieve our mission, we built Zearn Math, a groundbreaking curriculum and classroom model that supports differentiation and engagement for all students. Zearn Math is used by millions of educators and students across the country – and growing. 


What you’ll do:

As a Customer Support Manager you will deliver exceptional customer service and account fulfillment to help teachers, coaches, school, principals, and district administrators adopt and use Zearn Math. You will be responsible for driving high quality customer support through policies, procedures, and the setting/managing of goals. You will be up-to-date on best-in-class support practices and train the team accordingly. If you thrive in a dynamic environment, are an effective communicator, enjoy leading a team,  and are excited about working on all aspects of customer experience and business operations, then we’d love to meet you. This is a unique opportunity to play a critical role in a fast-growing and widely loved organization - that is dedicated to ensuring all children love learning math. Specifically, you will: 


  • Lead roster fulfillment to ensure all district and school customers are setup for success 
  • Work directly with customers to gather customer requirements, advise on account setup, and set user permissions
  • Work with Sales and Finance teams to gather key customer information, order information, and account-specific context 
  • Provision accounts within internal systems and setup district and school accounts that include critical data received from Sales and Finance teams
  • Analyze data provided by customers for completeness and accuracy and communicate with customers on status of their account provisioning
  • Collaborate with Marketing team to author collateral and documentation to help customers navigate the fulfillment process
  • Work with Legal team to terminate account access and delete data as needed
  • Provide ongoing support to over 250,000 educators
  • Develop deep expertise in the Zearn Approach to Teaching and Learning, and apply that expertise to support customers with using our curriculum, classroom model and professional development
  • Work with our partnerships and development teams to outline troubleshooting checklists and identify when items need to be escalated
  • Act as the voice of Zearn in customer conversations across email interactions and Zearn’s online community, authoring guidance that is clear, compelling, and helps educators use Zearn Math. 
  • Use data to inform proactive guidance provided to customers, finding a way in every interaction to provide extra support and help based on a customer’s specific situation 
  • Work with Engineering counterparts to identify, replicate and report product bugs, issues, and outages
  • Manage a team of high-performing support analysts and associates
  • Set team and individual goals for KPIs like CSAT, First-Reply time, Full Resolution time, and One-touch tickets
  • Train new team members in customer support best practices and all aspects of ticket management within Zendesk
  • Act as the first level of escalation for team members when they encounter product bugs or other customer issues
  • Continuously improve the customer support function and share analytics and insights with the leadership team
  • Formulate and revise customer support policies and procedures as well as promote their implementation. 
  • Leverage support operations metrics to identify and project future staffing needs
  • Work with internal team members to bring deeper analytics into the support function to facilitate high quality responses (E.g., what data about a customer is important for a support agent to know - how can we provide that information without requiring them to visit multiple different systems)


Ideal candidates will have:

  • Bachelor’s degree required
  • 4+ years of customer support, education, or operations experience
  • 2+ years of people management experience
  • Deep knowledge of Zendesk a plus
  • Excellent written communication,  organization skills, and attention to detail
  • A true passion for helping people and creating positive customer service experiences
  • Commitment to Zearn’s mission of ensuring that all students learn and love math
  • Desire to join an entrepreneurial, fast-paced environment at a high-growth organization


Compensation

We offer a competitive compensation and benefits package. We also offer a collegial and passionate culture and the potential to positively impact the lives of millions of children.


To apply, please send a resume and a bit about yourself to jobs@zearn.org [1]. This role can be based remotely. Zearn is an equal opportunity employer.




  1. mailto:jobs@zearn.org

Other openings you might be interested in

Customer Support Community Manager

Customer Support Community Manager

InVision is the leading product design and development platform for teams building world-class digital products. It’s every company’s imperative to continuously innovate and improve on their customer experience: InVision’s platform, education, and co

today
Customer Service Support Manager

Customer Service Support Manager

1+ years of experience in Customer Support or Account Management. In this position as a Customer Service Support Manager, you ...

this week
Technical Support Services Manager - Living Building Challenge, Core and Water

Technical Support Services Manager - Living Building Challenge, Core and Water

POSITION SUMMARY   The International Living Future Institute (ILFI) seeks a Technical Support Services Manager to provide customer support and technical expertise to project teams pursuing ILFI’s Living Building Challenge (LBC) and Core Green Buildi

last week
Technical Support Services Manager - Living Product Challenge and Materials

Technical Support Services Manager - Living Product Challenge and Materials

POSITION SUMMARY    The International Living Future Institute (ILFI) seeks a Technical Support Services Manager to provide customer support and technical expertise to the growing number of project teams pursuing ILFI’s Living Product Challenge (LPC

last week
Support Community Manager

Support Community Manager

Our mission is to train the world’s workforce in the careers of the future. We’re an immersive online learning platform offering practitioner-level education in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous System

3m ago
Strategic Customer Success Manager

Strategic Customer Success Manager

InVision is the digital product design platform used to make the world’s best customer experiences. We provide design tools and educational resources for teams to navigate every stage of the product design process, from ideation to development. Today

3m ago
Manager of Community Support and Learning

Manager of Community Support and Learning

JOB TITLE: Manager of Community Support and Learning  REPORTS TO: Director of Community Support                    CLASSIFICATION: FT, Exempt COMPENSATION RANGE: $61,800-66,950, dependent on skill and experience LOCATION: Central or Eastern Time

today
Email Outreach Rep

Email Outreach Rep

Headquarters: Dublin, Ireland URL: https://weoutreach.co/ ARE YOU AN EXPERIENCED CUSTOMER SUPPORT AGENT READY TO UPGRADE YOUR CAREER? Let's be honest… Most people in customer support don't intend to stay there forever. Don't get me wrong... I'm no

today
More remote jobs

Other jobs at Zearn

5 jobs in the last 60 days · 8 in total · avg 1.46 jobs/mo · 1052 job visits

Curriculum Author Associate

Curriculum Author Associate

Zearn is looking for a Curriculum Author Associate to play a critical role in providing middle school students with rigorous and engaging math instruction.  This position requires meticulous attention to detail, as you’ll primarily work on thoroughly

this week
Customer Support Manager

Customer Support Manager

Zearn is a nonprofit on a mission to support all children learning and loving math. To achieve our mission, we built Zearn Math, a groundbreaking curriculum and classroom model that supports differentiation and engagement for all students. Zearn Math

this week
Customer Support Analyst

Customer Support Analyst

Zearn is a nonprofit on a mission to support all children learning and loving math. To achieve our mission, we built Zearn Math, a groundbreaking curriculum and classroom model that supports differentiation and engagement for all students. Zearn Math

this week
Sales Operations Analyst

Sales Operations Analyst

As Sales Operations Analyst, you’ll play a critical role in supporting our growing sales by guiding customers through the process of ordering and receiving Zearn Math products. * Lead sales process for customers who are purchasing printed materials

last week
Email Marketing Operations Associate

Email Marketing Operations Associate

Zearn is on a mission to ensure that all children love and learn math, and we’re looking for an analytical, data-driven marketer to optimize our email marketing programs in order to engage our community of educators and families. As the Marketing Ope

last week
Sales Operations Analyst

Sales Operations Analyst

Zearn is a nonprofit curriculum publisher and software developer on a mission to support all children learning and loving math. Zearn offers Zearn Math, an innovative math program that supports differentiation and engagement for all students. Zearn M

2m ago
Software Engineer

Software Engineer

Zearn is a nonprofit curriculum publisher and software developer on a mission to support all children learning and loving math. Zearn offers Zearn Math, an innovative math program that supports differentiation and engagement for all students. Zearn M

2m ago
Project Manager - Print Production

Project Manager - Print Production

Zearn [link] is a nonprofit on a mission to ensure every child loves learning math. To achieve our mission, we built Zearn Math, a groundbreaking K-5 curriculum and classroom model that supports differentiation and engagement for all students. Zearn

5m ago
Zearn