Code.org is hiring a
Senior Customer Success Program Manager, Remote - United States

Summary

Code.org is seeking a Customer Success Program Manager to craft the website, tools, and platform that provides K-12 Computer Science curriculum to students and educators worldwide. The role involves connecting with teachers, collecting feedback, acting as the 'voice of the customer', collaborating with product managers, defining metrics for customer success, and helping refine support team processes.

Requirements

• A bachelors degree, and 3+ years of customer success / support experience
• Experience working with a support ticketing platform (e.g. Zendesk)
• Passion for helping others, and delighting our users with your compassion, elaborate accuracy, and timeliness of support
• Experience supervising the work and tasks of others
• Keen eye for content that could be deemed inappropriate / offensive / unsafe for classroom settings
• Excellent personalized communication skills to connect with teachers with a range of tech savvy know-how, and/or frustrated users wanting immediate assistance
• Excellent written communication skills to help organize, synthesize, and advocate for “voice of customer” features and issues to address
• Ability to ‘see the forest for the trees’ and identify common denominators between seemingly unrelated issues, and find solutions to interconnected problems
• Experience using data to make decisions, particularly with user research

Responsibilities

• Connect with teachers, administrators, and parents with questions on Code.org’s offerings via 1:1 support and community forums
• Oversee and lead the day to day work of customer support staff
• Collect and synthesize feedback from our base of millions of teachers and students worldwide using a variety of proactive and reactive feedback sources
• Act as the ‘voice of the customer’, advocating on behalf of teacher and student feedback in terms of what features we build, and what issues we address
• Collaborate closely with product managers to provide regular updates on “Voice of Customer” themes
• Define the metrics for customer success at the organization, actively monitoring these success metrics and adjusting existing processes / crafting new processes to solve new and long-standing user-facing issues
• Proactively anticipate future support needs with seasonal influxes of site traffic and new product launches
• Identify critically important / showstopping issues reported by our users, and properly raise to engineering teams, along with tracking longstanding but non-urgent issues
• Help refine our support team processes, ex. writing new ‘stock answers’ through collaboration across teams (ex. Curriculum, Advocacy, Teacher Training, Marketing)
• Direct the writing of new walkthroughs accompanying new product launches - including for mass emails to millions of teachers

Preferred Qualifications

• Background in writing / creative writing / storytelling (please send writing samples!)
• Experience working with UI/UX design
• Teaching or volunteering experience in K-12 classrooms
• Written communication skills in other languages beyond English
• Work experience or skills at the ~12th grade level in any of the following programming languages: Javascript, Java, HTML/CSS

Benefits

• Technology subsidy consistent with our Bring Your Own Device environment
• Flexible, engaging, and remote working environment
• Paid time off: 3 weeks vacation annually, sick leave, and 'winter break' office closure the two weeks that include Christmas and New Years
• Medical, dental and vision premiums paid at 100% for FT positions and their dependents
• Option to participate in 403b retirement plan
• Annual professional development stipend
• The opportunity to help students learn better and change the face of computer science