Remote Director, Customer Education and Support

Summary

Join our team as we seek a Director of Customer Education and Support to lead the strategic vision, execution, and continuous improvement of our professional learning and customer support functions.

Requirements

• 7+ years of experience in customer education, professional learning, or a related field, with at least 3 years of experience managing a high-performing remote team preferably at an edtech company
• Minimum of 4 years of experience in K12 education, including classroom teaching and facilitating professional development
• Proven track record of designing and scaling customer education programs in a fast-paced, technology-driven environment
• Excellent analytical and problem-solving skills with a demonstrated ability to develop strategies based on data-driven insights
• Strong leadership and team management skills, with the ability to inspire and develop talent
• Proficiency in learning management systems (LMS), customer support tools, and other relevant technologies (preferably Zendesk and Skilljar)

Responsibilities

• Lead, mentor, and develop a team of Professional Learning Specialists, Instructional Content Specialists, and Customer Support professionals to ensure high performance and career growth
• Foster a customer-centric culture within the team, ensuring high levels of engagement, satisfaction, and retention
• Develop and implement a comprehensive customer education strategy that aligns with the company’s goals and enhances the customer journey
• Establish KPIs and success metrics to measure the impact of customer education programs on customer satisfaction, product adoption, and retention
• Stay current with trends and research in education, and incorporate innovative practices into professional services programs
• Engage with key customers to understand their goals and challenges, using these insights to inform the ongoing evolution of customer education and support initiatives
• Oversee the creation and delivery of scalable, high-quality training programs, including onsite, virtual, and self-paced learning solutions
• Drive the development of content and resources that address the diverse needs of our customers, from onboarding to advanced product usage
• Ensure the customer support function provides timely and effective solutions, contributing to an overall positive customer experience
• Collaborate closely with cross-functional teams, including Product, Marketing, Sales, and Customer Success, to ensure a unified approach to customer engagement and education

Benefits

• A competitive salary and equity package in a well-funded startup with strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
• Team retreats and events to connect with fun, talented coworkers