Customer Support Team Lead

2 weeks ago


San Francisco, California, United States Seesaw Full time

Customer Support Manager

Seesaw is a learning platform that brings educators, students, and families together to deepen student learning. As a Customer Support Manager, you will lead a team of support agents to provide a delightful and timely experience for our customers.

The Role

You will be responsible for managing the daily operations of the Customer Support Team, coaching and mentoring team members, and ensuring the team achieves our goals around CSAT, SLA, and other key support metrics.

Responsibilities

  • Manage the daily operations of the Customer Support Team.
  • Coach and mentor team members, providing opportunities for learning, growth, and feedback.
  • Ensure the 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 customer satisfaction.

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 and a desire to improve their customer experience.

About Seesaw

We are a well-funded company with an experienced team. 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 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.



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