Customer Support Manager

WHAT WE SEEK

We're committed to transforming the classroom, putting better learning within reach for both teachers and students. The Customer Support Manager is responsible for the day–to-day operations and ongoing development of a team of full-time and seasonal agents who provide support to customers using our digital products. This position will be responsible for providing regular coaching and feedback to their team, helping to deliver on new and established metrics, quarterly goal setting and measurement, and weekly scheduling to ensure coverage. A successful manager will combine a data-driven approach with strong interpersonal skills to adjust to our rapidly evolving environment and deliver a high level of customer satisfaction.

WHAT YOUR DAY WILL LOOK LIKE

• Provides ongoing coaching to their team to ensure proficiency and collect feedback

• Completes regular case and call reviews with agents to identify coaching opportunities

• Manages case queues and workflow in real-time to meet established performance indicators

• Monitors daily, weekly, and monthly team statistics and customer satisfaction surveys

• Recruits and trains new employees and helps maintain training materials for new hires

• Analyzes case trends and flow for staffing and coverage purposes

• Serves as escalation resource for the support team and other internal staff regarding customer issues

• Conducts quarterly performance reviews for direct reports

• Manages staff time reporting including timesheets and tracking paid time off usage

• Maintains relationship/information flow between internal departments

• Collects and provides product feedback based on support cases to the product teams

• Provides feedback to the leadership team on process improvements

WHAT SHOULD BE IN YOUR BACKPACK

• Previous leadership experience (preferably in technical support or customer service)

• Leadership and coaching skills; adept at solving problems and developing people

• Experience in recruiting and selection, preferably using data-driven evaluations

• Demonstrated ability to prioritize tasks, both customer-related and company-focused

• Knowledge of customer relationship management (CRM) software a plus

• Excellent written, verbal, time management and interpersonal communication skills

• Excellent computer skills including proficiency with Office applications

• Demonstrated problem solving and software troubleshooting skills

WHAT GIVES US PURPOSE

Carnegie Learning is a leading provider of K-12 education technology, curriculum, and professional learning solutions. With the highest quality, research-based offerings for K-12 math, ELA, world languages, and more, Carnegie Learning is changing the way we think about learning and creating powerful results for teachers and students alike. At Carnegie Learning we strive to create an environment where people want to work - one where the larger team comes first, where trying new things (and sometimes failing) is encouraged, and where we pursue our mission relentlessly.

Carnegie Learning is a major disruptive force in the digital curriculum market by combining world-class research, differentiated technology, best in class content together with a world-class mission-oriented team. This is where you come in! Are you ready to do the best work of your career and shape the future of learning?

WHAT WE PROVIDE

• Named a Pittsburgh Top Workplace six years in a row

• Medical, dental, and vision benefits

• Virtual health services

• Basic life and disability insurance is offered at no cost

• HSA, FSA, DCSA, and Commuter saving accounts

• 401k with company match

• Employee assistance program

• Pet and Legal services insurance

• Generous paid time off and holidays

• Variable compensation opportunities

• Business casual work environment

• Mission-driven culture

• Flexible working hours, leveraging remote capabilities

WHAT WE BELIEVE

We respect and celebrate the unique attributes, characteristics, and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our business and industry. Carnegie Learning is an Equal Opportunity Employer.