RedShelf is a higher-ed tech startup based in Chicago, IL. Our top priority is to help transition the learning community from print to digital course materials.

Over the past four years, RedShelf experienced 400% YOY growth, and we’re looking to add a talented and passionate Customer Service Director to focus on user experience. The Director of Customer Service is responsible for ensuring the department responds efficiently and effectively to fulfill all customer, field-related and inter-departmental issues consistently.

Perks of the Gig (aka Benefits):

• Be part of a passionate team positively impacting the education industry
  
• Attend annual "RedShelf Retreats" to strengthen our team’s bond
  
• “Work hard, play hard,” is more than just a motto; RedShelf offers generous paid time off packages
  
• Benefit from First class health-care to keep you healthy and happy
  
• Socialize with teammates at frequent offsite events and happy hours
  
• Enjoy catered lunch and learns
  

Duties & Responsibilities: 

• Lead the Customer Service team to achieve quantitative and qualitative business objectives
  
• Ensure controls/procedures are in place to create accurate customer orders
  
• Manage staff to guarantee tickets are processed and completed successfully in acceptable timeframes
  
• Act as main escalation point for customer support requests, while providing guidance and support to empower the Customer Care Representative team
  
• Facilitate product understanding and engagement through consistent contact and updates on new capabilities and opportunities
  
• Maintain product expertise across platforms and serve as the ultimate expert on RedShelf products and services
  
• Motivate and manage team to achieve best-in-class and sustainable service levels in keeping with defined KPIs
  
• Identify business and personal development targets for each member of the team; monitor, assess and coach team to deliver superior results while reinforcing internal policies and procedures
  
• Act as liaison between the Customer Service Department and other departments within RedShelf
  

Requirements:

• Bachelor's degree
  
• 2-4 years Help Desk/Customer Support experience
  
• 2-4 years’ experience supporting web-based products and/or services
  
• 2-4 years of experience with support ticketing systems
  
• Experience working in a collaborative team environment
  
• Basic knowledge of MS Office Suite
  

Other Desirable Skills/Experience:

• Knowledge and appreciation of the advances in higher educational software, course materials, and digital publishing
  
• Background and/or experience in educational technology and/or publishing
  
• Comfort and/or experience in a startup environment
  

**Check out some of our favorite team moments to get a better idea of the people of RedShelf! http://blog.redshelf.com/new-blog/redshelfs-best-of-2015 **

EEO Statement:
RedShelf is an Equal Opportunity Employer.
Women, people of color, individuals with a disability, veterans, and others who would enrich the diversity of RedShelf are encouraged to apply.