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Customer Support Manager
3 months ago
Customer Support Manager
San Francisco, CA or Open to Remote in the US / Customer Experience / Full-time
Our Growth Mindset (The Mission):
Seesaw is a learning platform that brings educators, students and families together to deepen student learning.
Teachers design and facilitate powerful learning experiences, students create, reflect, collaborate and make their learning visible, and families actively support and celebrate student learning.
Seesaw is used by millions of K-12 students in over half the schools in the U.S.The Curriculum (Your Role):
As a Customer Support Manager you will be responsible for leading a team of support agents to provide a delightful and timely experience for our customers.
This is a great opportunity for someone looking to mentor and coach current team members, and improve processes to enhance the customer experience.
Your Classmates (The Team):
As a Manager of the Customer Support team you will lead a team of passionate individuals to support our customers.
Subject Matter (Your Responsibilities):
- Manage the daily operations of the Customer Support Team.
- Coach and mentor the team, providing opportunities for learning, growth and feedback.
- Ensure team achieves our goals around CSAT, SLA, and other key support metrics.
- Identify areas of the product, systems, or team improvement to drive efficiency, reduce response time, and increase our customer satisfaction. Surface trends to leadership.
Prerequisites (The Requirements):
- 2 years of experience managing a customer support team in either a B2B or B2C environment.
- Experience with high volume customer support for a software product.
- Proven ability to handle customer escalations to a satisfactory and timely resolution.
- An analytical approach to solving problems, and an independent, get-it-done attitude.
- Excellent verbal and written communication skills.
- Strong empathy for our customers (school admins, teachers, and parents), and a desire to improve their customer experience.
- We are well funded and have an experienced team. Work with the creators & leads of Google Calendar, Picasa, Maps, Facebook Platform, and Twitter.
- We care about building a diverse and inclusive team to better advocate for the needs of our incredibly diverse K-12 users.
- We prioritize work-life balance and actually walk the walk we care a lot about our work, but care more about our friends and family. We encourage everyone to work at a sustainable pace and have an unlimited vacation policy that people actually use.
- We offer competitive compensation and comprehensive benefits including full medical, dental, and vision coverage, 401(k) with company match, paid parental leave, flexible vacation policy, free lunch, wellness stipend, and charitable donation match.
Seesaw provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religious creed, color, sex, sex stereotype, gender, gender identity/gender expression/transgender, national origin, ancestry, physical or mental disability, medical condition, genetic information/characteristics, marital status/registered domestic partner status, age, sexual orientation, or military or veteran status.
In addition to federal law requirements, Seesaw complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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