Introduction to blithequark
At blithequark, we are dedicated to revolutionizing educational experiences through exceptional customer service and cutting-edge technology. As a leader in the educational technology sector, we strive to make a profound impact on student success. Our mission is to provide accessible and impactful education, and we are seeking a talented Customer Care Manager to join our team. In this vital role, you will lead the charge in delivering seamless and supportive interactions with our products and services, embodying our commitment to making education accessible and impactful.
About the Role
As our Customer Care Manager, you will be responsible for guiding a team of agents skilled in offering top-tier customer service, resolving issues swiftly and empathetically. Your technical acumen and customer service expertise will be key in fostering an environment where every inquiry is an opportunity to bolster trust in blithequark's mission. You'll ensure that our Customer Care Team operates with efficiency and empathy, making our experience more attainable and enjoyable for our customers. Your leadership will not only enhance our product support system but also play a significant part in leveling the playing field in education.
Key Responsibilities
- Lead the Customer Care team, setting and maintaining high customer service standards.
- Provide coaching, training, and ongoing evaluation to drive excellence in performance.
- Generate and analyze reports to monitor team productivity and key performance metrics.
- Drive customer advocacy through process improvement initiatives and feedback implementation.
- Actively contribute to the weekly "Customers are Forever" meeting, providing progress updates.
- Collaborate across departments to implement best practices for comprehensive customer service.
- Troubleshoot technical issues and provide guidance to customers on product features.
- Analyze and report product malfunctions, ensuring internal databases are updated.
- Monitor and address customer complaints, providing proactive assistance and support.
- Share valuable insights and workarounds with team members to enhance product offerings.
- Inform customers about new features and functionalities to maximize their product experience.
Ticket Management, Quality Assurance, and Escalation Handling
- Take ownership of Zendesk, ensuring effective utilization and administration.
- Oversee ticket quality, quantity, monitoring, and improvement efforts.
- Serve as the escalation point for complex customer issues, ensuring timely resolution.
Feedback Loop, Reporting, and Customer Education
- Follow up with customers to gather feedback and identify areas for service improvement.
- Provide valuable customer feedback to internal teams for continuous improvement.
- Assist in the development of Help Center content and other educational resources.
About blithequark
At blithequark, we are passionate about making education accessible and impactful. Our mission is to level the playing field in education by offering the most effective test preparation available – made accessible to all students. With over 10 years of experience in partnering with school districts and institutions on college readiness services and resources, we have surpassed one million students served. We are proud to be ranked among the fastest-growing companies, featured by "Entrepreneur 360," and selected among the "Growth Leaders" by Louisiana Economic Development.
Our Culture
When we ask our employees what they love most about working for blithequark, it comes down to the mission, the people, and the challenge. We have a strong mission that truly changes lives, and it motivates us each day to get up, get together, get better, and get things done. Our team is diverse, and we value our employees as people, not just the position they fill. We believe in making everything we do awesome, and we don't settle for average or ordinary. We're growing tremendously, and we won't stop until every student has access to a better future.
Requirements
To be successful in this role, you will need:
- A Bachelor's degree or higher in business administration, communication, education, or a related field.
- 3+ years of experience in customer service management, preferably in an educational technology or online platform environment.
- 1+ years of experience managing direct reports, with a proven track record of leading and developing high-performing teams.
- Experience in a customer support role within the education sector, dealing with school district administrators, teachers, and students preferred.
- Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in Salesforce or similar platforms.
- Demonstrated ability to analyze customer service metrics and data to drive decision-making and improve service delivery.
- Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
- Ability to collaborate effectively across teams and departments to enhance customer experience and resolve issues.
- Experience with onboarding and training users on digital platforms, including roster management and account setup.
- Familiarity with educational technology platforms and standardized testing processes is a plus.
- Excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions to customer inquiries.
- Knowledge of workflow automation tools and platforms to streamline customer support processes.
- Experience in developing and implementing customer service policies and procedures to ensure consistent service quality.
- A valid U.S. driver's license.
- Deep belief in the potential of all students and a passion for blithequark's mission.
- Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds.
What We Offer
In return for your hard work and dedication, we offer a competitive salary and benefits package, including:
- A starting salary of $65,000, based on qualifications.
- Employee benefits eligibility (health, disability, AD&D, life insurance).
- Optional dental and vision coverage.
- Matching 401k.
- Paid time off.
- Generous paid holidays.
- The ability to work fully remote.
- A company-supplied laptop.
Conclusion
If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Care Manager at blithequark, you will have the chance to make a real difference in the lives of students and educators, while working with a talented and dedicated team. Don't miss out on this opportunity to join a fast-growing company that is passionate about making education accessible and impactful. Apply now and take the first step towards a rewarding and challenging career with blithequark.
Apply Now