Experienced Customer Care Manager - Remote Opportunity to Revolutionize Education

At arenaflex, we're on a mission to level the playing field in education by offering the most effective test preparation available, made accessible to all students. As our Customer Care Manager, you will lead the charge in providing seamless and supportive interactions with our products and services, embodying our commitment to making education accessible and impactful. In this vital position, you will develop 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 arenaflex's mission. You'll ensure that our Customer Care Team operates with efficiency and empathy, making our experience more attainable and enjoyable for our customers.

About arenaflex

arenaflex is a pioneering educational technology company that has been making a profound impact on student success for over a decade. With a strong mission to level the playing field in education, we've surpassed one million students served since our founding in 2012. Our commitment to accessibility and excellence has earned us recognition among the Inc. 5000 "Fastest Growing Companies," featured by "Entrepreneur 360," and selected among the "Growth Leaders" by Louisiana Economic Development.

Our Culture

When we ask our employees what they love most about working for arenaflex, it comes down to the mission, the people, and the challenge. We believe that with everything we do, we should make it awesome. We don't believe 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 better future. Bring your experience, skills, and creativity here – and you'll find arenaflex is a place to contribute and feel valued.

Responsibilities

As our Customer Care Manager, you will:

• Lead 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 progress 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 Zendesk, ensuring effective utilization and administration. + Oversee ticket quality, quantity, monitoring, and improvement efforts. + Serve as the escalation point for complex customer issues, ensuring timely resolution.

• Feedback Loop, 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 continuous improvement. + Assist in the development of Help Center content and other educational resources.

Requirements

To succeed in this role, you will need:

• A Bachelor's degree or higher in business administration, communication, education, or related 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 within the education sector, dealing with school district administrators, teachers, and students preferred.
• Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in Salesforce 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 all students and a passion for arenaflex's mission
• Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

Benefits

As a valued member of our team, you will enjoy:

• A competitive starting salary of $65,000 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

Join Our Team

We encourage you to apply, even if you feel you're not a perfect match. We're looking for great people to join our friendly team. If you're passionate about making a difference in education and have the skills and experience to excel in this role, we'd love to hear from you. Apply for this job