Manager of Customer Support
Role: Manager of Customer Support
Reports to: Director of Customer Operations
About Us:
We deliver the most advanced and flexible learning experience for certification, credentialing, test prep, continuing education, and training. Our cloud-based learning platform is designed to help education and training organizations deliver a highly engaging and effective learning experience for users who are trying to advance their careers. We incorporate the latest in learner-centered technology, including personalization, gamification, data science, usability and omni-channel delivery.
We’re sitting in a pivotal time in the BenchPrep history, having achieved significant growth year-over-year and nearly doubling in employee size! The number of learners on our cloud-based learning platform has reached 6 million in 2019, up 30 percent versus the prior year.
We’re committed to helping students learn better, and that starts in our own office.
About the role:
BenchPrep is seeking a talented Manager of Customer Support to join our growing team! As the Manager of Customer Support, you're passionate about providing a phenomenal support experience to our enterprise clients. This includes leading, supervising and mentoring our Customer Support Reps, handling technical, complex or sensitive support issues and managing the tools, processes and documentation needed to best support our clients and enable the small but mighty team. Additionally, you’ll assist in the longer term strategy of the customer support function & own the implementation and success of larger functional changes.
Some challenges you’ll tackle:
- Provide guidance to direct reports
- Recruit and train new reports
- Ensure customers receive consistent and reliable service and support during each interaction.
- Ensure clarity around priorities and goals for the entire portion of support
- Ensure support documentation is helpful, up to date and accessible in a meaningful format
- Communicate goal results and key performance indicators to direct reports and drive your teams towards success
- Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications get fulfilled.
- Handle difficult or escalated customer issues with diplomacy and tact, ensuring issues are resolved in an effective, professional, and timely manner.
- Build and manage systems that deliver services aligning with SLA adherence
- Innovate and improve continuously to meet the growing needs of our customers
- Work closely with Customer, Product and Engineering teams on customer needs and new product developments.
About the team:
Our Customer Support team plays a pivotal role in supporting and maintaining the day-to-day operations of our diverse customer base. We work hard to deliver an exceptional level of service to our customers and are passionate about driving a great customer experience.
You should:
- Have 3+ years experience managing support professionals providing SaaS support
- Have 7+ years experience in a technical support role
- Have excellent communication and technical communication skills, both written and verbal
- Have exceptional time management skills
- Have passion for leading and working with others and having a role in the professional growth of others
- Be able to be decisive and take action in any situation
- Be familiar with popular help desk software and ticketing messaging systems
- Be an effective leader and team player with a high level of initiative and the ability to work well in a team environment
- Be able to thrive in a fast paced, start-up environment
- Be able to learn complex systems quickly and have an understanding of standard system integrations (IE SSO)
- Experience working with or managing a customer support vendor highly preferred.
- Experience working at a high growth start-up highly preferred
Life at BenchPrep:
We work at BenchPrep because we’re dedicated to the mission and each day have an opportunity to be challenged and learn. We work hard, eat well, and have lots of fun. Culture is our lifeline at BenchPrep. We celebrate our people, both professionally and personally. We focus on flexibility - both in work/life balance, but also everyday in operating with agility. We care about professional development so much that we offer employees $1,200 annually to build their skills. And of course, even though we’re currently remote, our inclusive work culture has been built to withstand challenges, as we stay connected and ensure all of our employees have the resources and tools they need to stay successful in this new environment. It’s no wonder we were selected in Inc’s Best Workplaces of 2020 and Crain’s 2020 Best Places to Work in Chicago lists.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We are looking for high performing and motivated professionals who are excited about the chance to leverage technology to impact the lives of millions of learners.