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Elevate Educational Experiences with Exceptional Service At MasteryPrep, we're revolutionizing the educational landscape by combining outstanding customer service with cutting-edge educational technology. As a pioneering force in the EdTech sector, we're committed to making high-quality test preparation accessible to all students, thereby leveling the playing field in education. With a proven track record of surpassing one million students served since our inception in 2012, we're now seeking a highly skilled and experienced Customer Care Manager to lead our remote customer service team. About MasteryPrep Nearly 90% of low-income students graduate high school without being college-ready. MasteryPrep is on a mission to change this statistic by offering the most effective test preparation services. Through our partnerships with school districts and educational institutions, we've achieved remarkable growth, increasing our student outreach by 70% in 2021. We're proud to be ranked among the Inc. 5000 "Fastest Growing Companies" and recognized by "Entrepreneur 360" and Louisiana Economic Development as "Growth Leaders." Our company culture is built around our mission, our people, and our commitment to excellence. We value diversity and believe in fostering an environment where everyone can contribute and feel valued. If you're passionate about making a difference in education and are looking for a dynamic and supportive work environment, we'd love to hear from you. Job Summary As our Customer Care Manager, you will be at the forefront of delivering exceptional customer experiences, leading a team of customer care agents to provide top-tier support to educators and students. Your technical expertise, combined with your customer service acumen, will be instrumental in creating an environment where every customer interaction is an opportunity to reinforce trust in MasteryPrep's mission. You'll be responsible for driving team performance, analyzing customer service metrics, and implementing process improvements to enhance customer satisfaction. Key Responsibilities • Lead the Customer Care team, setting and maintaining high customer service standards. • Provide coaching, training, and ongoing evaluation to drive excellence in performance. • Generate and analyze reports to monitor team productivity and key performance metrics. • Drive customer advocacy through process improvement initiatives and feedback implementation. • Collaborate across departments to implement best practices for comprehensive customer service. • Troubleshoot technical issues and provide guidance to customers on product features. • Analyze and report product malfunctions, ensuring internal databases are updated. • Monitor and address customer complaints, providing proactive assistance and support. • Share valuable insights and workarounds with team members to enhance product offerings. • Inform customers about new features and functionalities to maximize their product experience. • Take ownership of Zendesk, ensuring effective utilization and administration. • Oversee ticket quality, quantity, monitoring, and improvement efforts. • Serve as the escalation point for complex customer issues, ensuring timely resolution. • Follow up with customers to gather feedback and identify areas for service improvement. • Provide valuable customer feedback to internal teams for continuous improvement. • Assist in the development of Help Center content and other educational resources. Requirements To excel in this role, you should possess: • A 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. • Proficiency in customer relationship management (CRM) systems, with 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. • A 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. What We Offer We're committed to providing a comprehensive benefits package that supports your well-being and career growth. Our benefits include: • A competitive salary starting at $65,000 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. • The ability to work fully remote. • A company-supplied laptop. Career Growth and Learning Benefits At MasteryPrep, we're dedicated to helping you grow professionally and personally. As a Customer Care Manager, you'll have opportunities to develop your leadership skills, enhance your technical expertise, and contribute to the evolution of our customer service strategy. Our dynamic environment encourages continuous learning and innovation, ensuring that you're always challenged and engaged. Why Join Us? If you're a customer service professional with a passion for education and a knack for leadership, we invite you to join our team. At MasteryPrep, you'll be part of a mission-driven organization that's making a tangible difference in the lives of students across the country. Our remote work environment offers the flexibility and autonomy you need to succeed, while our company culture fosters collaboration, creativity, and growth. How to Apply Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team. If you're ready to make a meaningful impact in education and are excited about the opportunity to lead our customer care team, please submit your application today. We're excited to hear from you and explore how you can contribute to our mission! Apply This Job