Job Responsibilities:
Run a chat-based Customer Support Organization
Cultivate a high energy, collaborative and customer-first team culture centered around delivering an efficient, effective and empathetic experience for all customers
Seek ways to increase self-service customer support for faster and more efficient for educators
Improve our knowledge base and its delivery to our clients
Improve individual and team efficiency
Act as a liaison to the greater leadership team
Responsible for executing and regularly updating the relevant parts of the Customer Journey and respective playbooks and evaluating key customer touchpoints throughout the journey in Support.
Develops and improves productivity and performance reporting on team performance, individual performance, monthly department performance overall enabling us to keep our product costs as low as possible for our customers.
Drive operational quarterly and annual planning with Key LAZ Stakeholders to optimize cross-functional planning, communication and resource management. .
Partner across marketing, sales, product, engineering, and professional learning services teams to establish a cohesive team approach, process and product efficiencies.
Job Requirements:
Minimum 5 years of direct management experience running a chat-focused support organization.
Bachelor’s degree preferred.
Demonstrates a proven understanding of Intercom, AI, call deflection, bot development, and knowledge base growth.
Empathetic manager who demonstrates LAZ values of being hungry, humble, and smart.
Proven effectiveness in training and managing teams in a customer support function.
Experience with executing strategy around capacity planning, cost analysis, KPI utilization, and problem prioritization
Experience successfully implementing data-driven strategy to improve support productivity, customer sentiment, and net revenue retention
Experience with and ability to communicate across all levels of an organization, excellent written and verbal communication skills, especially to an executive audience
Excellent organizational skills with a high attention to detail coupled with an ability to think strategically
Comfortable navigating and mediating conflict
Innovative leader and lifelong learner who keeps abreast of operational best practices and supporting technologies
Outstanding communication and customer management skills
Demonstrated analytical and problem solving skills
Experience collaborating with cross-functional teams (e.g., Sales, Professional Learning Services, Engineering, Support)
Proficiency in Business Process Automation
Knowledge of SalesForce CRM, Intercom, Gainsight, Tableau, Snowflake, and other relevant systems