Manager - Customer Care

UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States. Since 2003, over 2 million students have trusted us to help them prepare for high-stakes examinations.

We are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers.

This role will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.

Responsibilities:

Process Optimization

Oversee day-to-day operations involving all customers including following responsibilities:

• Efficiently resolving customer concerns via phone calls/emails/tickets
• Managing team member schedules
• Monitoring individual and team performance and trainings
• Enhancing quality of customer service delivered

Oversee day-to-day operations involving customers including following responsibilities:

• Setting up best-in-class processes for onboarding users.
• Handling, resolving, and routing business inquiries/issues in a timely manner
• Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
• Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
• Build out a knowledge base for the team to reinforce consistent and timely customer experience
• Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side

Measuring and Evaluating Service Excellence

• With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
• Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed

Developing a High-Performing Team

• Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment
• Identify and retain key talent and cultivate pathways of career development and growth for the team

Communicating Effectively and Efficiently

• Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals
• Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
• Manage the flow of information accurately and appropriately

Advocating Interdepartmental Collaboration

• Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
• Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success

Requirements:

• Bachelor’s degree or equivalent experience
• 10+ years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
• 3+ years of experience leading and training a Customer Care team
• Experience administering customer support tools and technologies, like CRMs and/or ticketing system.