As the Manager of the Customer Support, you will be responsible for leading our Customer Support team, who provides quality and timely service to educational institutions, administrators, teachers, students, etc. Working in partnership with the Director of Customer Support, you will help build a scalable and sustainable support organization that will meet the current and future growth needs of Newsela. You will be responsible for fostering a positive, customer-centric culture within the team, developing a high level of subject-matter expertise, empowering and developing your team, and serving as the voice of the customer internally by using data to drive process and product improvements.
Why You’ll Love This Role: In this role, you will be responsible for building and developing a team of motivated Support representatives. You will play an integral role in helping lay the framework for the Support organization as we continue to expand our clientbase at the state, district, and school levels. Leveraging your love of customer service to improve processes, you will get to build relationships with the key decision-makers across Newsela, and map customer feedback and success to influence our future product development and the end-to-end customer journey. Your work will directly enable users to get the most out of our product, ultimately bringing engaging, culturally responsive learning content into the hands of K-12 students and teachers nationwide.
Why We’ll Love You:
You have 3+ years experience successfully leading and building teams, and 5+ years of customer support or technical support experience, ideally either at an EdTech company or a professional service industry. You are customer obsessed and use data to identify opportunities to improve our customer experience, positively impact the business, as well as execute to make these a reality. Thoughtful, clear communication is your specialty; you can translate strategy and goals and communicate across cross-functional teams and complex customer organizations to effectively deliver best-in class service to our customers. You’re an expert in authentically engaging stakeholders and leveraging feedback for continuous improvement. You’re also a data-driven decision maker with the ability to structure ambiguity into actionable, value-added plans. You possess excellent project and time management skills, with a track record of performance and successful implementation across multiple concurrent projects. You have an ability to handle multiple, shifting, and competing priorities, and drive the team towards results. As a leader, you enjoy empowering and developing your team, being a coach and a mentor, and setting an inspiring team vision and strategy. You are also familiar with contact center best practices, systems, and tools such as Salesforce and Zendesk, as well as other CRMs, ACDs, LMSs, AI, Chatbots, WFM systems, etc.
Newsela is an Instructional Content Platform that combines engaging, leveled content with integrated formative assessments and insights to supercharge engagement and learning in every subject. Students and teachers use Newsela to find digital content from 100+ of the best sources—from National Geographic to NASA, Biography.com to Encyclopedia Britannica, the Washington Post to the Wichita Eagle. Content is instructionalized to meet students where they are, with interactive tools and analytics to take them where they want to go. Newsela has become an essential solution for schools and districts, with a presence in over 90% of U.S. K-12 schools. Newsela is the content platform for the connected classroom.