Customer Support Manager
The Customer Support Manager is responsible for the day–to-day operations and on-going development of a support team that includes technical and service support staff. This person will be responsible for defining and delivering on new and established metrics, managing staff to include written yearly reviews, scheduling staff, time reporting and training. This person will be responsible for recruiting and managing full-time and seasonal staff. They will analyze various call center information including trends and make decisions and suggestions based on trending information and metrics. They will be responsible for a high level of customer satisfaction. Although this is a leadership role, we are open to candidates who are stepping into leadership for the first time and are eager to learn, grow, and develop within the position.
WHAT YOUR DAY WILL LOOK LIKE
Manages performance of staff to ensure low turnover and high morale
Analyzes case trends and flow for staffing and coverage purposes
Manages case queues and workflow in real-time to meet established performance indicators
Monitors daily, weekly, and monthly team statistics and customer satisfaction surveys
Provides ongoing professional development for staff on proper call handling and customer service techniques
Recruits and trains new employees and helps maintain training materials for new hires
Serves as escalation resource for the support team and other internal staff regarding customer issues
Maintains relationship/information flow between internal departments
Collects and provides product feedback based on support cases to the product teams
Evaluates and improves processes and procedures
Conducts ongoing and yearly performance reviews for direct reports
Manages staff time reporting including timesheets and tracking paid time off usage
WHAT SHOULD BE IN YOUR BACKPACK
Previous leadership experience (preferably in a software support call center) preferred, not required
Excellent written, verbal, time management and interpersonal communication skills
Leadership and coaching skills; adept at solving problems and developing people
Demonstrated ability to prioritize tasks, both customer-related and company-focused
Knowledge of customer relationship management (CRM) software a plus
Excellent computer skills including proficiency with Office applications
Demonstrated problem-solving and software troubleshooting skills
WHAT GIVES US PURPOSE
Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity. As a Carnegie Learning team member, you’ll work alongside a team of passionate individuals dedicated to making a real difference in the lives of students and educators.
WHAT WE PROVIDE
WHAT WE BELIEVE
We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, fosters innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.
If our commitment to building an inclusive workplace resonates with you, we invite you to join our mission and welcome you to apply with us. Carnegie Learning is an Equal Opportunity Employer.
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