Customer Care Manager

November 19

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MasteryPrep

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Education • Test Prep • Professional Development • Classroom Teaching • Online Test Prep

51 - 200

Description

•Elevate educational experiences with exceptional service •At MasteryPrep, we blend customer service excellence with educational technology to profoundly impact student success. •Lead the charge in providing seamless and supportive interactions with our products and services. •Develop a team of agents skilled in offering top-tier customer service. •Resolve issues swiftly and empathetically. •Foster an environment where every inquiry is an opportunity to bolster trust in MasteryPrep's mission. •Ensure that our Customer Care Team operates with efficiency and empathy.

Requirements

•Bachelor’s degree or higher in business administration, communication, education, or 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 MasteryPrep’s mission •Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Benefits

•$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