Experienced Customer Care Manager for Educational Technology – Leading Remote Team and Delivering Exceptional Service

Introduction to blithequark

At blithequark, we are passionate about elevating educational experiences through exceptional service and innovative technology. As a leader in the educational technology sector, we believe that every student deserves access to high-quality educational resources and support. Our mission is to make a profound impact on student success, and we are committed to delivering outstanding customer service to educators and students alike. As our Customer Care Manager, you will play a vital role in leading our customer care team and ensuring that every interaction with our products and services is seamless, supportive, and empowering.

About the Role

As our Customer Care Manager, you will be responsible for leading a team of customer care agents who are dedicated to providing top-tier support to our customers. Your technical expertise and customer service acumen will be essential in fostering an environment where every inquiry is an opportunity to build trust and loyalty with our customers. You will be responsible for developing and implementing strategies to drive customer advocacy, improving processes, and ensuring that our customer care team operates with efficiency and empathy.

Key Responsibilities

• Lead the Customer Care team, setting and maintaining high customer service standards and ensuring that every customer interaction is exceptional
• Provide coaching, training, and ongoing evaluation to drive excellence in performance and develop the skills of our customer care agents
• Generate and analyze reports to monitor team productivity and key performance metrics, using data to drive decision-making and improve service delivery
• Drive customer advocacy through process improvement initiatives and feedback implementation, ensuring that every customer feels heard and valued
• Collaborate across departments to implement best practices for comprehensive customer service, working closely with our product, marketing, and sales teams to ensure a seamless customer experience
• Troubleshoot technical issues and provide guidance to customers on product features, ensuring that every customer has the support they need to succeed
• Analyze and report product malfunctions, ensuring that our internal databases are updated and that we are continually improving our products and services
• Monitor and address customer complaints, providing proactive assistance and support to ensure that every customer issue is resolved quickly and efficiently
• Share valuable insights and workarounds with team members to enhance product offerings and improve customer satisfaction
• Inform customers about new features and functionalities to maximize their product experience and ensure that they are getting the most out of our products and services

Ticket Management, Quality Assurance, and Escalation Handling

• Take ownership of our customer relationship management (CRM) system, ensuring effective utilization and administration
• Oversee ticket quality, quantity, monitoring, and improvement efforts, ensuring that every customer issue is resolved quickly and efficiently
• Serve as the escalation point for complex customer issues, ensuring timely resolution and providing guidance and support to our customer care agents

Feedback Loop, Reporting, and Customer Education

• Follow up with customers to gather feedback and identify areas for service improvement, using this feedback to drive continuous improvement and innovation
• Provide valuable customer feedback to internal teams for continuous improvement, ensuring that every customer voice is heard and valued
• Assist in the development of Help Center content and other educational resources, ensuring that our customers have access to the information and support they need to succeed

Requirements

To be successful in this role, you will need to have a strong background in customer service management, preferably in an educational technology or online platform environment. You will need to have a Bachelor's degree or higher in business administration, communication, education, or a related field, as well as at least 3 years of experience in customer service management. You will also need to have experience managing direct reports, with a proven track record of leading and developing high-performing teams.

Essential Qualifications

• 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

Preferred Qualifications

• 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

What We Offer

At blithequark, we are committed to providing our employees with a comprehensive benefits package, including a competitive salary, employee benefits eligibility, optional dental and vision coverage, matching 401k, paid time off, and generous paid holidays. We also offer the ability to work fully remote, with a company-supplied laptop and all the tools and resources you need to succeed in your role.

Compensation and 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 blithequark?

At blithequark, we are passionate about making a difference in the lives of our customers and our employees. We believe that every student deserves access to high-quality educational resources and support, and we are committed to delivering exceptional customer service to educators and students alike. If you are a motivated and experienced customer service professional who is looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team.

Career Growth Opportunities

At blithequark, we are committed to providing our employees with opportunities for career growth and development. We believe that every employee has the potential to make a significant contribution to our organization, and we are dedicated to helping our employees achieve their career goals. Whether you are looking to advance in your current role or explore new opportunities, we encourage you to join our team and take the first step towards a rewarding and challenging career.

Work Environment and Company Culture

At blithequark, we are proud of our diverse and inclusive work environment, where every employee is valued and respected. We believe that our employees are our greatest asset, and we are committed to providing a positive and supportive work environment that fosters collaboration, creativity, and innovation. If you are looking for a company that values its employees and is dedicated to making a difference in the world, we encourage you to join our team.

Conclusion

Thank you for considering this exciting opportunity to join blithequark as our Customer Care Manager. We are confident that your skills, experience, and passion for customer service make you an ideal candidate for this role. If you are ready to take the next step in your career and make a difference in the lives of our customers, we encourage you to apply for this position today.