Customer Care Manager

Summary

Join MasteryPrep as our Customer Care Manager and lead a team dedicated to providing exceptional support to educators and students. You will develop and mentor a high-performing customer service team, ensuring efficient and empathetic interactions. This role requires strong leadership, technical skills, and a passion for improving educational access. You will analyze data, implement process improvements, and collaborate across departments to enhance customer experience. Your leadership will directly impact MasteryPrep's mission of leveling the playing field in education. This is a fully remote position with a competitive salary and benefits package.

Requirements

• 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
• 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
• Ability to collaborate effectively across teams and departments to enhance customer experience and resolve issues
• Excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions to customer inquiries
• A valid U.S. driver’s license
• Deep belief in the potential of all students and a passion for MasteryPrep’s mission
• Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Responsibilities

• Lead the Customer Care team, setting and maintaining high customer service standards
• Provide coaching, training, and ongoing evaluation to drive excellence in performance
• Generate and analyze reports to monitor team productivity and key performance metrics
• Drive customer advocacy through process improvement initiatives and feedback implementation
• Actively contribute to the weekly "Customers are Forever" meeting, providing progress updates
• Collaborate across departments to implement best practices for comprehensive customer service
• Troubleshoot technical issues and provide guidance to customers on product features
• Analyze and report product malfunctions, ensuring internal databases are updated
• Monitor and address customer complaints, providing proactive assistance and support
• Share valuable insights and workarounds with team members to enhance product offerings
• Inform customers about new features and functionalities to maximize their product experience
• Take ownership of Zendesk, ensuring effective utilization and administration
• Oversee ticket quality, quantity, monitoring, and improvement efforts
• Serve as the escalation point for complex customer issues, ensuring timely resolution
• Follow up with customers to gather feedback and identify areas for service improvement
• Provide valuable customer feedback to internal teams for continuous improvement
• Assist in the development of Help Center content and other educational resources

Preferred Qualifications

• Experience in a customer support role within the education sector, dealing with school district administrators, teachers, and students preferred
• 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
• 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

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