Customer Support Lead

Company: IXL Learning
Location: San Mateo
Posted on: June 17, 2022

Job Description:

IXL Learning, a leading edtech company with software products used by 13 million students worldwide is seeking an experienced Customer Support Lead to join our growing team. The ideal candidate has experience working with technology, supporting customers and managing teams in order to deliver exceptional customer support for IXL products and services. In this role, you will provide leadership and motivation to a team of customer support specialists based at IXL headquarters in San Mateo, CA.WHAT YOU'LL BE DOINGLead and scale a world-class Customer Support team that provides timely and knowledgeable assistance on product usage & billing related questionsEnsure team members are equipped to respond to membership questions and assist customers with account inquiries, renewals, and changes courteously and professionallyReceive and process international wire transfers, money orders, and PayPal paymentsTroubleshoot and problem solve customer issues and concerns, consulting with Technical Support team to find solutions to technical issuesDrive continuous growth in the support team through coaching, development goals, performance management and trainingDevelop, implement and maintain operational metrics and service level metrics via customer support tools to meet organization needs and facilitate growthGather and share customer feedback internally to drive product development, service improvements and customer satisfactionInnovate and develop new ways to achieve high levels of customer loyaltyWHAT WE'RE LOOKING FORBA/BS degree1-3+ years of experience managing, leading and developing small (3-5 people) customer support or technical support teams with a lead by example management styleHands on technical support experience, strong troubleshooting and problem solving skills requiredAbility to effectively work with cross functionally to align strategies, remove roadblocks, and develop efficiencies, with Product, Engineering, Account Services, Marketing, and Curriculum teamsPassion for continuous improvement with the ability to analyze and enhance current processes through the implementation of best practicesCustomer-centric attitude and the passion to enhance the customer experienceAbility to prioritize and multi-task in a fast-paced environmentPassionate about education; Experience in K-12 is a plusExcellent analytical and problem solving skillsExcellent written and oral communication skills#li-hybridAt IXL, we value diversity in age, race, ethnicity, gender, sexual orientation, physical and mental ability, political and religious beliefs, and life experience, and we are proud to promote a work environment where everyone, from any background, can do their best work. IXL Learning is an Equal Opportunity Employer.

Keywords: IXL Learning, San Mateo , Customer Support Lead, Other , San Mateo, California