Director, Customer Support

Renaissance Learning Logo

Renaissance Learning

๐Ÿ’ต $135k-$140k
๐Ÿ“Remote - United States

Summary

Join Renaissanceยฎ, a global leader in pre-Kโ€“12 education technology, as the Director, Customer Support! Lead and develop multiple customer support teams, including Tier 1, Support Operations, offshore chat, and AI deflection teams. Oversee support operations across diverse tech ed products, ensuring customer satisfaction. Collaborate with cross-functional teams for exceptional service delivery. The ideal candidate is a high-functioning, self-managing individual focused on team development, process improvement, and operational efficiency. This pivotal role involves managing support operations across our diverse Tech Ed products, ensuring customer satisfaction remains our top priority, and collaborating with cross-functional teams to deliver exceptional service. The ideal candidate will be a high-functioning and self-managing individual with a strong focus on team development, process improvement, and operational efficiency.

Requirements

  • 4+ years of experience leading and managing high-priority customers/escalations while providing solutions and expected outcomes, OR an equivalent combination of education and experience
  • Proven experience in customer support management, preferably handling diverse products or teams within a technology or education sector
  • Strong background in hiring, training, and performance management
  • Proficiency in CRM tools (e.g., Salesforce), report generation, and AI deflection knowledge
  • Excellent organizational and analytical skills with a strong focus on data-driven decision-making
  • Ability to work across time zones and effectively manage global teams
  • Exceptional communication, collaboration, and interpersonal skills
  • Demonstrated experience leading cross-functional teams and projects

Responsibilities

  • Recruit, train, and develop Leads, Managers, and Associates for the Tier 1 Customer Support team
  • Ensure adequate staffing capacity for each product to maintain service standards
  • Evaluate associate performance to identify candidates for promotions and growth opportunities
  • Provide continuous feedback to team members to ensure improvement; address workflow issues, and identify and support team training needs
  • Guide and train the Tier 1 team towards a shared set of goals and outcomes focused on impeccable customer support and service as per defined plans and timelines
  • Build a team where members feel a strong sense of psychological safety and have the latitude to work to their own styles
  • Spot early indications of under performance and take corrective or disciplinary actions. Celebrate successes
  • Lead the Support Operations Team with the primary goal of facilitating tasks and enhancing efficiency for Support Leaders and Teams
  • Oversee the creation, maintenance, and distribution of comprehensive training materials for all support staff
  • Drive initiatives to enhance, optimize, or sunset current processes to improve overall operational efficiency and service quality
  • Develop and implement strategies to up-skill associates and managers, ensuring continuous professional growth
  • Centralize information and knowledge resources to ensure ease of access and consistency across all support functions
  • Manage and prioritize system integration requests, collaborating with relevant stakeholders to streamline support workflows and tooling
  • Develop and maintain comprehensive reports (e.g., closed cases, response times, escalated tickets) and continuously evaluate performance metrics to identify and implement corrective actions and improvements
  • Actively participate in strategic planning, offering solution options for service enhancements and process improvements
  • Lead team projects, ensuring clarity on plans and expected outcomes
  • Collaborate cross-functionally with key stakeholders (e.g., Sales, Customer Success, Product) to ensure seamless service delivery
  • Solve complex problems, remove work stoppage barriers, and ensure consistent achievement of company and departmental goals and metrics
  • Manage team budgets and secure necessary resources for initiatives
  • Supervise, direct, and guide individuals and groups, delegating responsibility and coaching team members towards goal fulfillment
  • Initiate new ideas, promote positive change, and effectively manage group dynamics
  • Facilitate collaborative decision-making, manage conflicts, and enforce policies
  • Responsible for leading and managing efforts to leverage AI partners to create a warm welcome experience for teachers, while also providing accurate responses and resources for educators to deflect chats from reaching front-line teams

Benefits

  • World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
  • Health Savings and Flexible Spending Accounts
  • 401(k) and Roth 401(k) with company match
  • Paid Vacation and Sick Time Off
  • 12 Paid Holidays
  • Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
  • Tuition Reimbursement
  • Life & Disability Insurance
  • Well-being and Employee Assistance Programs

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