portal resources jobs companies z zearn customer support manager

Customer Support Manager 🔥


Who We Are:

Zearn is the nonprofit educational organization behind Zearn Math, the top-rated math learning platform used by 1 in 4 elementary students nationwide. Zearn Math supports teachers with research-backed curriculum and digital lessons proven to double the learning gains of a typical year of instruction. Our instructional materials – including 400+ hours of digital math learning – are free for teachers and families. Zearn also offers school- and district-wide licenses and professional development to support implementation. Everything Zearn does is driven by the belief that every kid can be a math kid.

Learn more about us at https://about.zearn.org/ [1].

 

What This Role Will 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)

 

What You’ll Bring To The Role:

●     Bachelor’s degree required

●     4+ years of customer support, education, or operations experience

●     2+ years of people management experience in a customer support role

●     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

●     A commitment to Zearn’s mission of providing an exceptional education to all children

●     A desire to join an entrepreneurial, fast-paced environment at a high-growth organization

●     The willingness to comply with Zearn's vaccination (subject to legally valid exemptions) and Personal Protective Equipment policies

 

Location:

This role is remote, but you may be asked to travel as needed for business or for team building purposes.

  

Compensation:

We offer a competitive benefits package, including comprehensive medical, dental and vision plans, short- and long-term disability, life insurance, 401K matching, parental leave, a generous Holiday policy and a flexible PTO policy. We also offer a collegial and passionate culture and the potential to positively impact the lives of millions of children.

 

Zearn is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.

 



  1. https://about.zearn.org/

Let us send you new openings similar to Customer Support Manager straight to your Inbox. Weekly or Daily. 7-day free trial 💌

The ability to work remotely increases employee happiness by 20 percent.