At arenaflex, we're revolutionizing the way students access educational resources and achieve academic success. As a Customer Care Manager, you'll play a pivotal role in shaping the customer experience, driving team excellence, and fostering a culture of empathy and support. If you're passionate about education, customer service, and leadership, we invite you to join our mission to level the playing field in education.
**About arenaflex**
arenaflex is a leading provider of educational technology solutions, dedicated to making high-quality educational resources accessible to all students. Our mission is to bridge the gap in education by offering effective test preparation, college readiness services, and resources that empower students to succeed. With over a decade of experience in partnering with school districts and institutions, we've served over one million students since our founding in 2012. Our commitment to innovation, customer satisfaction, and employee growth has earned us recognition among the Inc. 5000 "Fastest Growing Companies" and featured us in "Entrepreneur 360" and "Growth Leaders" by Louisiana Economic Development.
**Our Culture**
At arenaflex, we value diversity, inclusivity, and employee growth. Our team is as unique as the students we serve, with individuals from various backgrounds, interests, and passions. We believe in creating a work environment that's engaging, supportive, and challenging. Our employees are motivated by our mission, inspired by our people, and driven by the opportunity to make a meaningful impact. If you're looking for a workplace that values your contributions, creativity, and growth, join us at arenaflex.
**Responsibilities**
As a Customer Care Manager, you'll lead our Customer Care team, setting and maintaining high customer service standards. Your key responsibilities will include:
* **Team Leadership**: Lead a team of customer support agents, providing coaching, training, and ongoing evaluation to drive excellence in performance.
* **Customer Advocacy**: Drive customer advocacy through process improvement initiatives and feedback implementation, ensuring that every customer interaction is a positive experience.
* **Reporting and Analysis**: Generate and analyze reports to monitor team productivity and key performance metrics, identifying areas for improvement and implementing data-driven solutions.
* **Technical Support**: Troubleshoot technical issues and provide guidance to customers on product features, ensuring that our customers receive seamless support.
* **Ticket Management**: Take ownership of Zendesk, ensuring effective utilization and administration, and oversee ticket quality, quantity, monitoring, and improvement efforts.
* **Feedback Loop**: Follow up with customers to gather feedback and identify areas for service improvement, providing valuable insights to internal teams for continuous improvement.
* **Customer Education**: Assist in the development of Help Center content and other educational resources, ensuring that our customers have the information they need to succeed.
**Requirements**
To succeed in this role, you'll need:
* **Bachelor's degree or higher** in business administration, communication, education, or a related field.
* **3+ years of experience** in customer service management, preferably in an educational technology or online platform environment.
* **1+ years of experience** managing direct reports, with a proven track record of leading and developing high-performing teams.
* **Experience in a customer support role** within the education sector, dealing with school district administrators, teachers, and students preferred.
* **Proficiency in customer relationship management (CRM) systems**, with a strong preference for experience in Salesforce or similar platforms.
* **Demonstrated ability** to analyze customer service metrics and data to drive decision-making and improve service delivery.
* **Strong project management and organizational skills**, with the ability to manage multiple priorities in a fast-paced environment.
* **Ability to collaborate effectively** across teams and departments to enhance customer experience and resolve issues.
* **Experience with onboarding and training users** on digital platforms, including roster management and account setup.
* **Familiarity with educational technology platforms and standardized testing processes** is a plus.
* **Excellent communication and interpersonal skills**, with the ability to empathize and provide effective solutions to customer inquiries.
* **Knowledge of workflow automation tools and platforms** to streamline customer support processes.
* **Experience in developing and implementing customer service policies and procedures** to ensure consistent service quality.
* **A valid U.S. driver's license**
* **Deep belief in the potential of all students** and a passion for arenaflex's mission
* **Respect for individuals' diverse experiences** and the ability to work effectively with people from a variety of backgrounds
**Benefits**
As a valued member of our team, you'll enjoy:
* **$65,000 starting salary** based on qualifications
* **Employee benefits eligibility** (health, disability, AD&D, life insurance)
* **Optional dental and vision coverage**
* **Matching 401k**
* **Paid time off**
* **Generous paid holidays**
* **Ability to work fully remote**
* **Company-supplied laptop**
**Join our team** and be part of a mission that's changing lives. Apply now to become our next Customer Care Manager and help us make education more accessible and impactful for all students.
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