Job description
UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States.
Since 2003, over 2 million students have trusted us to help them prepare for high-stakes examinations.
We are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers.
This role will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs.
If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.
Responsibilities: Process Optimization Oversee day-to-day operations involving all customers including following responsibilities: Efficiently resolving customer concerns via phone calls/emails/tickets Managing team member schedules Monitoring individual and team performance and trainings Enhancing quality of customer service delivered Oversee day-to-day operations involving customers including following responsibilities: Setting up best-in-class processes for onboarding users.
Handling, resolving, and routing business inquiries/issues in a timely manner Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
Build out a knowledge base for the team to reinforce consistent and timely customer experience Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side Measuring and Evaluating Service Excellence With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed Developing a High-Performing Team Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment Identify and retain key talent and cultivate pathways of career development and growth for the team Communicating Effectively and Efficiently Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns Manage the flow of information accurately and appropriately Advocating Interdepartmental Collaboration Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success Requirements: Bachelor’s degree or equivalent experience 10+ years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry 3+ years of experience leading and training a Customer Care team Experience administering customer support tools and technologies, like CRMs and/or ticketing system.
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