As the Manager of Customer Support Operations, you will lead the Customer Support team's efforts in ensuring that technical support is provided to our customers. Your goal is to make sure that all efforts are geared towards maintaining a high rate of customer satisfaction and ensuring that all SLA requirements of support are met through the customer lifecycle.
This means you'll be developing efficient policies, procedures, and standards to enable the best customer support possible. You will lead, hire, and train the Customer Support team to provide excellent customer support for educators who are learning how to use the Newsela platform.
Why You'll Love This Role:
You get to use your skills in leadership and customer support to directly affect the experience of hundreds of teachers using Newsela to jumpstart their students' education. Your work will minimize downtime for Newsela in schools, set educators up for success by making sure they have the resources and technical help they need, and gather important feedback to contribute towards making improvements in the Newsela ecosystem. You will also strive to continually improve the overall customer facing operations by building a strategic vision of our support pages and through your ability to lead and influence others.
Why We'll Love You:
You have 2+ years successfully leading small to medium customer support teams and working on improving and developing customer operations procedures. You have a strong understanding of how a SaaS company works and have led cross-functional customer facing teams through high growth.
You are someone who uses data to identify trends in support issues and can advise on creative methods for quickly and effectively handling support issues. You are comfortable working across departments to advocate for the customer and improve on the overall experience of the customer with all aspects of Newsela. You thrive in a fast paced, ambiguous, ever-changing environment; and you can fail fast, iterate, and drive results that exceed expectations.
Newsela is an Instructional Content Platform that combines engaging, leveled content with integrated formative assessments and insights to supercharge engagement and learning in every subject. Students and teachers use Newsela to find digital content from 100+ of the best sourcesfrom National Geographic to NASA, Biography.com to Encyclopedia Britannica, the Washington Post to the Wichita Eagle.
Content is instructionalized to meet students where they are, with interactive tools and analytics to take them where they want to go. Newsela has become an essential solution for schools and districts, with a presence in over 90% of U.S. K-12 schools. Newsela is the content platform for the connected.