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Customer Team Manager

Team:

The Customer Team at Schoola is committed to delivering exceptional and personalized service to our customers, ensuring that our overall service offering is the best that it can be. We are building a team of customer centric individuals who will work diligently to quickly and creatively solve our customers issues and inquiries.

Role:
We are looking for an experienced and motivated Customer Team Manager to coach, motivate, and manage a team of customer support agents. The Customer Team Manager will work closely with the Director of Operations to set goals, evaluate team performance, and define new processes and policies with the goal of delivering a seamless and exceptional experience for our customers.

Primary Responsibilities:
Deliver a fun, personalized service experience for each customer
Manage and lead a team of 3-7 Customer Team Associates by communicating objectives, providing performance feedback, and ensuring team members are meeting determined development goals
Coach, motivate, and inspire a team of agents to deliver outstanding service
Drive team members to meet and exceed ticket expectations; continuously helping agents to become more productive and efficient
Execute day to day business management duties including management of workflows, scheduling, shift approvals, team one on one meetings, and daily reporting
Demonstrate expertise in providing prompt, friendly, and professional support to clients via email (primary), phone (limited) and chat (limited)
Resolve client tickets, support the resolution of escalated client issues, and escalate client scenarios to Director of Operations as appropriate.
Identify opportunities to improve products and processes to better address the needs of our clients and drive overall agent efficiency
Assist the Director of Operations with the recruiting, hiring, and onboarding of team members required to support business needs

Experience:
Bachelors or equivalent experience
3-4 years of customer support or client services experience
1-2 years experience leading a team of 5+ customer support agents
Extensive experience with email, phone, and chat support channels
Experience and strong knowledge of Zendesk customer service platform a plus

Skills and Requirements:
Passion for delivering an outstanding customer experience
Proven ability to develop, motivate and inspire teams
Strong analytical and problem solving capabilities
People management experience including setting and managing team goals
Self starter with the ability to manage time effectively in an unstructured environment
Excellent written and verbal communication skills
Ability to work non-standard business hours, including weekends & holidays as warranted by the business






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