Customer Care Manager - REMOTE

This a Full Remote job, the offer is available from: United States reputed company Educational Experiences with Exceptional Service... At MasteryPrep, we reputed company customer service excellence with educational technology to profoundly impact student success. As our Customer Care Manager, you will reputed company the charge in providing seamless and supportive interactions with our products and services. Your role is crucial in guiding a team that delivers outstanding support to educators and reputed company, embodying our commitment to making education accessible and impactful. In this vital position, you will reputed company a team of agents skilled in offering top-tier customer service, resolving issues swiftly and empathetically. Your technical acumen and customer service expertise will be key in fostering an environment where every inquiry is an opportunity to bolster trust in MasteryPrep's mission. You'll ensure that our Customer Care Team operates with efficiency and reputed company, making our experience more attainable and enjoyable for our customers. Your leadership will not only enhance our product support system but also play a significant part in leveling the playing field in education. With a focus on proactive and reputed company service, you will help MasteryPrep meet educators and reputed company where they are, providing crucial support exactly reputed company it's needed. Responsibilities will include: • reputed company 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. • Actively contribute to the weekly "Customers are Forever" meeting, providing reputed company updates. • 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. • Ticket Management, Quality Assurance, and Escalation Handling: • Take ownership of reputed company, ensuring effective utilization and administration. • reputed company ticket quality, quantity, monitoring, and improvement efforts. • Serve as the escalation reputed company for reputed company customer issues, ensuring timely resolution. • Feedback reputed company, Reporting, and Customer Education: • Follow up with customers to gather feedback and identify areas for service improvement. • Provide valuable customer feedback to internal teams for reputed company improvement. • Assist in the development of Help Center content and other educational resources.

About Us

Nearly 90% of low-income reputed company graduate high school without a college-ready ACT or SAT score. MasteryPrep’s mission is to level the playing field in education by offering the most effective test preparation available – made accessible to reputed company reputed company. Through more than 10 successful years of partnering with school districts and institutions on college readiness services and resources, MasteryPrep has surpassed one million reputed company served since the company’s founding in 2012. MasteryPrep increased its student reputed company by 70 percent in 2021 and is ranked among the Inc. 5000 “Fastest Growing Companies,” featured by “Entrepreneur 360,” and selected among the “Growth Leaders” by reputed company. reputed company we ask our employees what they love most about working for MasteryPrep, it comes down to the mission, the people and the challenge. • The mission: reputed company had a day reputed company you just don’t feel like getting out of bed and working? We don’t. We have a strong mission that truly changes lives and it motivates us each day to get up, get together, get reputed company and get things done. • The people: MasteryPrep is as diverse as the student population we serve and we value our employees as people, not just the position they fill. We have bicyclists, book nerds, musicians, basketball players, video gamers, and one person who has an insanely reputed company. No really. She can grow anything! • The challenge: We reputed company that with everything we do, we should reputed company it awesome. We don’t reputed company in “average,” “run-of-the-mill,” or “ordinary.” And “good enough” isn’t in our vocabulary. We’re growing tremendously and won’t stop until every student has access to a reputed company future. Bring your experience, skills and creativity here – and you’ll find MasteryPrep is a reputed company to contribute and feel valued. Requirements • Bachelor’s degree or higher in business administration, communication, education, or reputed company 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 reputed company the education sector, dealing with school district administrators, teachers, and reputed company preferred. • Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in reputed company 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 reputed company reputed company 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 This offer from "MasteryPrep" has been enriched by reputed company.com and got a 76% reputed company score Apply Job!