Description: Have you always wanted to unite your passion for education with your customer support skills? Would you like to be part of the Customer Support team with a high social impact? If you have answered yes to the previous questions, then we can’t wait to meet you! With us, you will feel right at home.
We're looking for a Director of Global Customer Support to join the US-based team at Edpuzzle, a leading Edtech company trusted by over 80% of schools in the USA and millions of teachers and students across the globe, with offices in San Francisco and Barcelona. The right person will direct and oversee the organization’s customer support operations, developing and implementing a support strategy and operational plan in order to achieve business goals and objectives while providing best-in-class customer support around the world.
Responsibilities: Have a global vision of customer support. Diversify team to provide excellent support to all our users around the world. Coordinate and unify the different teams of customer support. Guarantee response time and best-in-class quality customer support responses. Develop and implement methods to quantify customer issues, doubts, and common questions. Deliver reports to Product team to improve UX and reduce workload for the CS team. Oversee hiring and training of new and experienced customer support agents in multiple countries to provide excellent tech support, mostly around Canvas, Schoology, Moodle, Google Classroom, and Setup (School Filters), while building a culture of excellence and exceptional customer experiences. Guarantee a Help Center in all the languages Edpuzzle operates in with the most common requests and update when necessary. Draft, implement, and execute policies, procedures, service levels, and requirements to facilitate a quality customer service experience company-wide. Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention and reduce pain points. Draft and implement the department’s budget. Ensure consistent execution of our Support objectives as measured by a variety of KPIs. Manage escalation of critical customer issues. Build excellent interdepartmental relationships with Product and Engineering to ensure key input into prioritization of bug escalations and product enhancements, driven by customer feedback. Collaborate cross-functionally with Product, Engineering, Curriculum, School Success, and Sales to ensure that we understand our customers deeply as we scale. Oversee team management to ensure target performance and quality levels are met while promoting individual professional growth and a positive, fun work environment. Own global strategy for time zone handoff, operational delivery, and measurement. Manage operational dashboard to track and monitor key business metrics, maintain a high-level view of all open customer issues, and present regular updates on open issues (both internally and externally). Recruit, interview, hire, and train departmental supervisory staff. Provide constructive and timely performance evaluations.
Requirements: Excellent verbal and written communication skills. Excellent interpersonal and customer service skills. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Strong analytical and problem-solving skills. Strong supervisory and leadership skills. Ability to prioritize tasks and to delegate them when appropriate. Ability to function well in a high-paced and at times stressful environment. Proficient with customer service software, databases and tools. Growth Mindset: Always seeking the “why” and “how can we make things better” and looking for ways to innovate that drive outstanding customer experiences. Thrives in the midst of ambiguity, yet creates simplicity and clarity for the company. Adaptability to change. Awareness of industry trends and applications. High-speed internet connection.
Education and Experience: 5+ years of experience building and leading world class global support teams with high impact results. Experience in a high-growth SaaS company preferred. Experience with optimizing and implementing incident management processes at support operations level from SLA adherence to customer facing documentation. Previous experience with managing, coaching and developing teams across different locations, cultures and countries. Demonstrated experience with handling customer escalations in close collaboration with internal stakeholders from other departments like Sales and Engineering.
Physical Requirements: Prolonged periods of sitting at a desk and working on a computer.
Hiring for remote work in these states: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nevada, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia & Washington.
Benefits: About remote positions: Work remotely from the comfort of your own home or chosen workspace. Receive guidance from your manager & ask all the questions you need. Meet with your manager on a weekly basis to review status & brainstorm new projects to accomplish goals. Set daily tasks with your manager initially, over time becoming more autonomous & proactive in proposing new ideas to reach goals.
Benefits: Competitive salary. Medical, vision, and dental insurance. 401(k) matching. Flexible PTO. MacBook, monitor, and flexible work-from-home setup. Incredible opportunity to grow, learn & build lifetime bonds with other passionate people
All applicants must apply on our company website to be considered for employment. Please apply at https://apply.workable.com/edpuzzle.
Edpuzzle is an equal opportunity employer, and we highly value diversity at our company. If you'd like to be considered for this position, please apply below. We look forward to hearing from you!
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