Employer: Illuminate Education
Position Overview
We at Illuminate Education are looking for a Manager to join our Customer Support team. Your primary goals will be to lead and develop a team of support agents, help drive customer satisfaction, enable internal usage, and provide superior communication both with your direct reports and with your director. Overall, you’ll act as an advisor, leader, and company advocate for your support team. You will work to ensure the continued development of each support agent, provide cross-module training and work with your directors to achieve both support and company initiatives.
Key Responsibilities
- Lead your team by exemplifying the characteristics and values we want you to develop within your team
- Handle escalations from frontline agents to care for difficult clients, situations, or prepare software issues for review by R&D
- Review weekly Zendesk/Talkdesk reports and use the data to provide feedback in 1:1 meetings with individual team members; use these interactions to promote growth
- Perform weekly scheduling for your team and monitor real-time service levels on phones and tickets; identify capacity issues and work with the director to resolve them before they become a problem
- Regularly help out in the queue and on the phones for the product your team supports as needed
- Identify problem areas of the system, or areas needing documentation and ensure that they are addressed
Desired Experience & Qualifications
- More than 2-years experience in customer support, leadership, or using one of our products
- Flexible, able to work quickly to meet the immediate needs of your team, and able to manage expectations internally and externally.
- Effective communicator to teammates and clients.
- Willingness to learn quickly and adapt to changing needs/demands of their team.
- Excellent interpersonal skills with the ability to manage, coach, give feedback and lead team members to ensure both team and client success.
- Excellent time management skills and project management experience.
- Believer in the power of continuous improvement
- Knows when and how to escalate issues
Amazon.com Gift Card in a Red Holiday Gift Tag
$10.00 (as of January 2, 2025 08:09 GMT -06:00 - More infoProduct prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on [relevant Amazon Site(s), as applicable] at the time of purchase will apply to the purchase of this product.)Gift Card is nested inside a specialty gift tag Gift Card has no fees and no expiration date No retu... read more
Amazon eGift Card - Snowy Merry Christmas (Animated)
$50.00 (as of January 2, 2025 08:35 GMT -06:00 - More infoProduct prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on [relevant Amazon Site(s), as applicable] at the time of purchase will apply to the purchase of this product.)Amazon.com Gift Cards never expire and carry no fees. Multiple gift card designs and denominations t... read more
Hallmark Disney Tim Burton's The Nightmare Before Christmas Dr. Finkelstein Christmas Ornament
47% OffMake a hauntingly cool addition to your tree with this Hallmark Christmas ornament of Dr. Finkelstei... read more