Client Support Team Lead
About the Role:
The Client Support Team Lead will be accountable for ensuring the successful daily operations of a geographically distributed support team that assists our customers via email, live agent chat, and phone. This team is responsible for all provisioning, configuration validation, and troubleshooting the needs of our new and existing clients. The role is a supporting role to the Client Support Team Manager and is accountable for their direct reports meeting defined SLA and KPI targets. The role works daily to ensure continuous improvement to the relevant metrics are met and exceeded.
The role is dynamic in nature and some of the tasks associated with the role may be managed or shared by one or more peers.
What You'll Be Doing:
- Supervise and develop Client Support Specialists direct reports
- Use significant judgment to manage and anticipate the daily, weekly, and long-term workload of their team to achieve SLA/KPI metrics
- Collaborate effectively with all team members to drive departmental achievement of SLA/KPI metrics
- Monitor performance and lead the team to ensure our customers receive an exceptional experience while meeting our performance metrics
- Monitor and use relevant data to drive development and successful implementation of processes and procedures
- Assist in the training and coaching of Specialists in standard policies, procedures, and best practices
- Monitor Specialist performance and provide feedback
- Complete regular case audits of the Specialists to drive performance
- Review and approve PTO requests and timesheets
- Provide insight and feedback to management regarding employee performance
- Involved in the recruiting, hiring, and onboarding of new Client Support Specialists
About You:
- 2+ years in the EdTech industry
- 2+ years’ experience leading people. Supporting end-users in high-tech products or services is a plus
- Experienced user of office productivity tools in the MS-Office suite (Outlook, Excel, Word, etc.). Excel certifications strongly preferred
- Demonstrated experience with Salesforce CRM or similar in addition to call center phone support software
- Ability to effectively provide oversight to remote staff
- Must have extremely strong organizational skills
- Strong desire to grow and develop management/leadership skills
- Exceptional communications skills (both spoken and written); Spanish is a plus
- Must have excellent interpersonal skills to interact with a variety of customers, staff, and DreamBox leadership
- Must be passionate about customer experience, satisfaction, and quality of team performance
- Must thrive in a fast paced, multifaceted, ambiguous environment
- Ability to stay up to date on features/functionality of current products/releases
- Demonstrated experience with time management including the ability to prioritize multiple tasks and manage time effectively
- Handles escalations and challenging situations effectively
- Legally authorized to work in the United States.
Special Position Requirements
- Flexible hours available to meet seasonal and business needs
#LI-Remote #BI-Remote #LI-JW1
About Us:
Right now, even though STEM skills are increasingly important, over 60% of students in Kindergarten through 8th grade are not proficient in math or literacy at their own grade-level. The pandemic has increased the opportunity gap for our most vulnerable students. As a society, we need to bring together our best, most creative minds to tackle this critical problem and ensure all kids are successful in math and school and have the tools they need to reach their potential. This includes developing the most innovative learning technology using advanced data science in a way that inspires students and empowers teachers. Come help us make a difference at DreamBox Learning.
We’re passionate about our mission to radically transform the way the world learns. Today, our Intelligent Adaptive Learning platform – with its rigorous curriculum and game-based environment – is helping 5 million kids and over 150,000 educators improve math achievement and build a love of math at the same time. In the wake of COVID-19, and the broad range of learning experiences: in-person, all virtual and hybrid models, we are uniquely positioned to bring our best-in-class adaptive learning platform to more students and provide Educators and Parents with insights into their student’s learning.
We offer a flexible, hybrid work solution once it is safe to go back into the office. We are all 100% remote at this time.
At DreamBox, we are hooked on celebrating diversity & providing an inclusive workplace and it shows throughout our product, brand, and teams. We are proud to be an equal opportunity employer. Thanks for considering DreamBox Learning!