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Customer Operations Manager

About Study.com

We are a technology company on a mission to make education accessible. Study.com helps millions of students improve their grades, gain career skills and earn college credit. We offer self-paced, online video courses that cover every subject taught in middle school through junior college as well as a growing suite of corporate learning and professional education products. We’ve built our platform from the ground up, leveraging data and technology to make the entire learning process simple and engaging for students.

We are a profitable, fast growing company looking to expand our team.

We began our journey in 2002 as a self-funded start-up and have grown every year since our inception. As a small, independent company, our employees have a direct impact on company direction and results.

We are located in the heart of downtown Mountain View, just a few steps from the Caltrain station. We only hire top talent, so those who pass our rigorous interview process will find themselves as part of one of the brightest and most innovative teams in Silicon Valley.

We have a culture of social responsibility. As we continue to generate profits, we give back by funding scholarship programs and helping charitable organizations provide open access to information and education throughout the poorest regions of the world.

Come join us on our mission and make a difference.

About the Customer Operations Manager Position

As Customer Operations Manager you will be shaping the public's perception of Study.com. We are looking for someone who is committed to ensuring that all our customers have an efficient and pleasant customer service experience. We are looking for a Customer Operations Manager who enjoys interacting directly with customers and can also train others to provide an exceptional customer service experience. You will direct operations of multiple sub-teams that handle customer service inquiries and also advocate on behalf of users to other Study.com teams and leaders. This is a full-time position in-office position at our Mountain View, CA, headquarters.

Responsibilities

  • Represent the voice of the customer to Study.com leaders
  • Establish and model best practices for providing a delightful customer service experience
  • Oversee and scale operations with our external call center
  • Manage our network of remote customer success agents
  • Ensure customers receive prompt resolution of their inquiries
  • Grow customer success team as needed
  • Spot trends in customer success tickets and communicate issues to relevant teams
  • Use data to optimize the efficiency of customer success operations

Qualifications

  • You have 3-5 years of customer success experience
  • You are experienced with ticketing systems (e.g., Freshdesk, Zendesk)
  • You’ve managed CSR resources and worked on creating/updating/managing FAQs
  • You’re a strong email and phone communicator
  • You are passionate about Study.com’s mission to make education accessible
  • You are always looking for better, more efficient ways to get things done
  • You can maintain a sense of humor even in stressful situations
  • You work quickly but with high attention to detail
  • You are able to consider both customer feedback and business needs when making recommendations to company leadership
  • You inspire customer success team members to higher performance

Preferred Requirements

  • Bachelor’s degree in business or management
  • Experience in the ed tech industry
  • Experience with data analysis

 Why work for Study.com?

  • Help make education accessible to people who need it
  • Enjoy a fun, casual and collaborative working environment
  • Join a profitable and financially stable company
  • Help guide company decisions and direction
  • See results of your work in days, not years
  • Have your work impact 30+ million web visitors each month
  • Grow professionally with our training and skill development programs
  • Work with other talented and passionate team members

Benefits:

  • Competitive compensation (including salary and bonus plan)
  • 401(k) retirement plan with employer matching
  • 20 days of flexible paid time off annually (increases to 30 days over 5 years)
  • Additional 10 paid holidays annually
  • Flexible work schedules
  • Comprehensive medical, dental and vision plans (we pay 100% of premiums)
  • Fully subsidized Caltrain pass
  • Tuition reimbursement and gift matching programs
  • Stocked kitchen and beverages provided
  • Company sponsored gym memberships
  • Company sponsored happy hours to celebrate accomplishments

Study.com provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran or disability status. In addition to federal law requirements, Study.com complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.  Additionally, qualified applicants with arrest and conviction records will be considered for the position in accordance with applicable state and local laws.

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