Over the past four years, RedShelf experienced 400% YOY growth, and we’re looking to add a talented and passionate Customer Service Manager to focus on user experience. The Manager of Customer Service is responsible for ensuring the department responds efficiently and effectively to 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
  
• Own a piece of the company; competitive compensations packages which typically include company stock options
  
• Attend annual "RedShelf Retreats" to strengthen team bonding
  
• Frequent onsite and offsite events; holiday party, halo tournament, intramural sports (soccer, baseball, beach volleyball, etc.), happy hours, volunteer work, etc.
  
• Unique growth opportunities; ability to have an impact on multiple parts of the business and grow with the company  
  

Duties & Responsibilities: 

• Manage all customer service initiatives to achieve quantitative and qualitative business objectives
• Ensure controls/procedures are in place to create accurate customer orders
• Guarantee all customer service tickets are processed and completed successfully and in acceptable timeframes
• Manages all escalations for customer support requests and provides guidance and support to improve business education efforts surrounding customer service initiatives
• Facilitate product understanding and engagement through consistent contact and updates on
• new capabilities and opportunities
• Maintain product expertise across platforms to serve as the ultimate expert on RedShelf
• products and services
• Develop and define service-level KPAs for RedShelf to achieve best-in-class customer service
• Identify business and personal development targets for Customer Service Department
• Monitor and assess current customer service systems to determine continued use based on return on investment (ROI) for RedShelf
• Serve as a liaison between the Customer Service Department and other departments within RedShelf
• Responsible for developing, building and maintaining a strong relationship with customer and client base
• Accountable for creating and maintaining a positive company image and reputation

  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.