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