inquirED is seeking an experienced Customer Service Manager to join our mission-oriented team. As the Customer Service Manager, you will oversee the customer service operations, ensuring external and internal stakeholders receive timely, accurate, and empathetic assistance. You will also maintain and grow a robust knowledge base and help center. We’re looking for a Customer Service Manager who understands the importance of putting educators first and can develop a dynamic and responsive customer service team.
Responsibilities
- Lead by example, actively engaging in day-to-day customer service tasks to understand challenges firsthand and drive continuous improvement.
- Supervise the maintenance and organization of support systems, developing standardized responses for common issues and ensuring efficiency in handling support tickets.
- Utilize various tools and platforms to diagnose user issues, establish protocols for escalating and resolving complex problems, and coordinate with other departments to facilitate problem-solving.
- Oversee creating and maintaining a comprehensive internal knowledge base and external help center, ensuring information is accessible, thorough, and up-to-date.
- Monitor and analyze customer service metrics to inform improvements, developing and implementing customer service policies and processes in line with industry trends and best practices.
- Manage support agent contractors by coordinating schedules to ensure adequate coverage and promoting continuous learning within the team.
Requirements:
- 2+ years experience in customer service management, ideally within the EdTech sector, with a proven ability to lead and grow a dynamic support team.
- Strong technology skills and effective problem-solving abilities to navigate and resolve user issues.
- Exceptional communication skills, particularly in written form, ensuring clear and concise responses, coupled with a deep sense of empathy for centering educators’ needs.
- Demonstrated capacity to stay updated with industry trends and best practices, incorporating them into customer service strategies.
- Strong people leadership skills, including onboarding, offboarding, and continuous education of support agent contractors.
Why work for us:
- Health & 401K: Employee-covered health care and retirement match
- Flexible PTO & Company Closures: Flexible PTO and 12+ observed days off
- Chances to Connected: Biannual company retreats and optional local meetups
- Remote Opportunities: Most positions are remote, supporting work-from-home flexibility
- Perks and Stipend: Technology package provided, plus a home office stipend
- Learning and Development: Educational and development opportunities, monthly Brunch and Learns, and more!
*Please note that because of high application volume, we are only able to respond to applicants moving forward in the process.
