Customer Service Manager

 
We are looking for a motivated Customer Service Manager to lead our customer service team. 


 



 Not only does this role require being on the front line and talking to customers on a daily basis, but also developing best practices in customer service, and managing a team of customer service agents to ensure these practices are being upheld.


 



 About The Role

 



 We believe in the power of world-class customer service. Every time you interact with a customer, you have a chance to create a positive experience - even if the interaction initiates from a negative position. You have a chance to overdeliver, to surprise and delight them. 


 



 Ideally, you have experience working in customer service before for a customer-centric company. You need to love talking to people all day, seeing things from their perspective, and solving their issues. You need to be an excellent written communicator - both for talking to customers, talking to colleagues, and writing documentation about everything you’re doing.


 



 As customer service manager, you’ll be responsible for managing the performance of our customer service agents, all of whom are based in Latin America. 


 



 Since you’ll be the primary point of contact for all customer-related issues, you will constantly liaise with each department - whether it’s escalating teacher feedback to the education department, or resolving a product issue with the technical team, this role touches all facets of the company. You should mention the word "intercom" somewhere in your cover letter. 


 



 This is a remote position, and so you can work from anywhere that has a good internet connection. However, you’ll need to work 9 to 6 Eastern US time, Monday to Friday.


 



 As the Customer Service Manager, you will:


 



 
Supervise day-to-day operations in the customer service department
 
Respond to customer service issues very quickly
 
Create effective customer service procedures, policies, templates, and standards. Everything should be well documented at all times.
 
Provide product support to new students.
 
Work closely with several departments to relay customer needs, pain points, and experiences which will shape future product updates
 
Identify potential opportunities for testimonials, mini-documentaries, and other “customer success” content
 
Conduct ongoing training for customer service agents, and also onboard new team members
 
Proactively find ways to continually improve how we handle customer service - whether that’s a new tech tool, a way of communicating, or otherwise 
 
Be flexible enough to jump out of your lane - this role will never get boring. When you're not doing customer service work, you'll be working with key shareholders from other departments, be it brainstorming a new campaign with the marketing team, or product testing a new update
 
This is a full-time position. You’ll be required to work Monday to Friday, 9 to 6 Eastern US time, as this is when the majority of our students are online and need fast replies 


 Requirements: 


 



 
Native Spanish speaker
 
Near native English speaker with outstanding written and verbal communication.
 
If you lived in the US at some point, that is a plus. 
 
Highly empathetic. You love helping and talking to people
 
Your own laptop/whatever you need to work from
 
Bonus: your experience in a customer service role was for a US or English-speaking company


 



 Why work with us?


 
Great freedom to take ownership, make decisions and have a major impact. You will be leading the entire customer service department. 
 
Work remotely - all you need is a laptop and a solid internet connection
 
Paid vacation time