Manager, Customer Support

| Greater NYC Area | Remote
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The Role:  

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.

About Newsela:

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SwiftLanguages
    • ReactLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • SanicFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen

Location

New York, NY
"My Code Represents Real People": At Newsela, Social Impact and Innovation Meet
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An Insider's view of Newsela

What’s the vibe like in the office?

Amazing. Newsela is a trusting and responsible environment where we have control to get our work done when and where is best for us.

Vanessa

Lead Web Application Developer

What's the biggest problem your team is solving?

My team works with school leaders and teachers to create innovative applications of Newsela's content to support our mission of "meaningful classroom learning for every student." Our goal is to engage and empower educators with tools to enhance their students' learning.

JJ

Community Manager

How has your career grown since starting at the company?

I've grown leaps and bounds at Newsela! I initially started out as an enterprise sales development representative and went through a mentorship program to transition to the customer success management team! I cannot measure the amount of growth I've experienced the past few years.

Emma

Customer Success Manager

What’s the vibe like in the office?

The Newsela office is a collaborative workspace. The office is designed to reflect the clients we serve. We love to keep our mission of "meaningful classroom learning for every student" top of mind.

Ariel

Senior Sales Development Representative

What are Newsela Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Newsela offers the opportunity to join various affinity groups operated by members of each community to help facilitate an inclusive and diverse workplace where all people are valued.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
In addition to weekly virtual wellness events (guided meditation, yoga, etc.), we offer virtual group discussion sessions with a licensed therapist to help navigate a variety of topics and challenges.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Every year we bring Newsela's youngsters to our offices for our Take Your Child to Newsela Day. It's one of our favorite days of the year, filled with crafts, story time, workshops, and even yoga!
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We provide free daily breakfast. Employees can select from our cereal bar, yogurts, oatmeal, fruit, granola bars and unlimited cold brew on tap!
Game Room
Our teams love to take time to challenge each other to a game of ping pong or pool throughout the day, and maybe even a ping pong tournament every now and then.
Stocked Kitchen
Newsela has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored seltzer you can handle. You might even be able to catch a Top Chef competition every now and then.
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
All remote employees receive a monthly tech allowance to put towards making their home office setup the best it can be.
Professional Development Benefits
Job Training & Conferences
All employees receive an annual stipend to put towards professional development or learning courses and resources. We also hold bi-monthly manager training sessions.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer an annual stipend to encourage all employees to keep learning!
Time allotted for learning
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