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Manager of Customer Support

| Chicago

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 Specialists that are working with customers and product related issues – whether it's answering questions, troubleshooting issues or escalating customer alerts. Additionally, you'll manage (and improve) the tools, processes and documentation needed to best support our clients and enable the Customer Support Specialists.

What You'll do as the Manager of Customer Support:

  • 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

What We're Looking For:

  • Bachelor's degree
  • 3+ years experience managing support professionals providing SaaS support
  • 3+ years experience in a technical support role
  • Excellent communication skills, both written and verbal
  • Exceptional time management skills
  • Passion for leading and working with others and having a role in the professional growth of others
  • Ability to be decisive and take action in any situation
  • Familiarity with popular help desk software and ticketing messaging systems
  • An effective leader and team player with a high level of initiative and the ability to work well in a team environment

Why Work at BenchPrep?

We work hard, eat well, and have lots of fun. We work at BenchPrep because we’re dedicated to its mission and approach each day as an opportunity to be challenged and learn. 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.

BenchPrep helps the world's leading education, training, and assessment companies build and deliver best-in-class online learning programs. Customers include ACT, Becker Professional Education, AAMC, CFA Institute, CompTIA, ProLiteracy, HR Certification Institute, Hobsons, McGraw Hill Education, OnCourse Learning, and GMAC.

We’re paving our own path to success in a new and growing field. We strive to learn every day, whether we’re creating content or our latest study tool. Our creative spirit rewards risk-taking, and our collaborative culture provides transparency and meaningful feedback. We’re committed to helping students learn better, and that starts in our office.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SwiftLanguages
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • vue.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TrelloManagement
    • HubSpotCRM
    • ZohoCRM

Location

We are located in the Willis Tower, right in the heart of downtown Chicago.

What are BenchPrep Perks + Benefits

BenchPrep Benefits Overview

BenchPrep provides a full suite and wide variety of benefits and perks. We offer an incredibly competitive medical plan and insurance benefits, while also fostering a culture that allows employees to have fun in the office. Do things like a ping-pong table, casual dress, fully-stocked kitchen, and regular Friday Happy Hour interest you? Scroll down to learn more about those items and see what else BenchPrep has to offer.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Pre-tax dollars can be set aside for medical, dental, and vision ($2,650/yr) for employees or dependents with or w/o enrolling in our insurance program. Daycare & elder care allows for up to $5,000/yr
Disability Insurance
We offer employees Short Term Disability coverage at 60% of their weekly salary with a $1500 weekly max. Long Term = 60% of their monthly salary with a $10,000 monthly max.
Dental Benefits
BenchPrep offer 3 dental plans--all of which cover 100% of the cost of preventative care including cleanings twice a year and exams.
Vision Benefits
BenchPrep’s vision insurance plans provide annual eye exams for a $10 copay and a $130 allowance toward frames and/or contacts.
Health Insurance Benefits
BenchPrep’s health insurance plan with BCBS of IL has a low deductible and BenchPrep pays 90% of the monthly premium for employees AND their dependents.
Life Insurance
Up to 3x annual salary, $500k max of voluntary life insurance & accidental death & dismemberment insurance. Spouse & dependent children plans available too.
Onsite Gym
Employees have access to the Willis Tower's exclusive 35,000 sq. ft gym for $10/month.
Retirement & Stock Options Benefits
401(K)
BenchPrep’s 401k retirement plan offers a a cost effective employee retirement plan. The plan offers Roth and Pre-tax Investment options.
401(K) Matching
BenchPrep contributes 3% of an employee’s annual base salary, regardless of how much the employee contributes, which is immediately vested.
Child Care & Parental Leave Benefits
Generous Parental Leave
BenchPrep offers generous paid parental leave for new parents with at least 6 months of service, including a paid leave policy for foster parents.
Flexible Work Schedule
BenchPrep offers flexible work schedules as needed for employees.
Remote Work Program
BenchPrep offers Remote Work as an option for employees.
Vacation & Time Off Benefits
Generous PTO
BenchPrep’s offers 12 days off in year 1, increasing each year & going up to 24 days for employees of five years or longer. The office closes for major holidays and the entire week of Xmas-New Years
Paid Holidays
BenchPrep closes its office for all major holidays, including MLK day, Presidents' Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas THROUGH New Years Day.
Paid Sick Days
BenchPrep employees receive 5 sick days per year in addition to their PTO.
Perks & Discounts
Beer on Tap
We've got 2 beers on tap regularly, and a refrigerator stocked with bottled brews and liquor as well that is frequently "tapped" into.
Casual Dress
BenchPrep does not have a formal dress code and encourages employees to wear whatever makes them comfortable.
Commuter Benefits
Transit and Parking benefits: Employees may elect up to $260/month for pre-tax allocation for mass transit & parking expenses for commuting to BenchPrep, including Metra, Ventra and parking facilities
Company Outings
BenchPrep has regular outings that include Cubs rooftops, boat trips on Lake Michigan, off-site happy hours, poker nights, game nights, foodie dinners, and a holiday party, among other events.
Free Daily Meals
We provide a $12.50 daily stipend for employees every day via Fooda (https://www.fooda.com/resources/case-study/how-tech-startup-benchprep-made-lunch-powerful-part-its-culture).
Stocked Kitchen
FULLY stocked! Beverages = Soda, Coffee, Tea, RedBull, Juice, Vitamin Water, etc. Food = if you can think of the snack, we probably have it or some variation. Employees will never go hungry here.
Happy Hours
We have a standing in-office happy hour that starts at 4:00 PM on Fridays, but never feel constrained to limit this into being a once a week occurrence.
Fitness Subsidies
Employees have access to the Willis Tower's exclusive 35,000 sq. ft gym for $10/month.
Professional Development Benefits
Job Training & Conferences
Employees are provided an annual stipend to attend external training evens or conferences.

Additional Perks + Benefits

Competitive salary, valuable stock options, and company sponsored 401(k) • Fun, meritocratic, mission driven, dynamic work culture • Commitment to fostering positive office culture (included, but not limited to, monthly company dinners, quarterly outings, an in-office ping pong table, cocktail hours, poker nights, etc.)

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