As the Director of Customer Support, you will own Newsela’s Customer Support program to deliver a scaleable, best-in-class support experience to our educators. You will inspire, motivate, grow, and retain a terrific full-time and temporary talent. You’ll lead the charge to build, test, deploy, and track customer support strategies to ensure our customer satisfaction and productivity goals are met. You’ll also be responsible for assessing our existing processes, technologies, priorities, and strategy to enhance our team’s ability to deliver actionable feedback and reporting, in addition to excellent customer experience. You will also strive to continually improve the overall customer facing operations by building a strategic vision of our support pages.
Why You’ll Love This Role:
Support is Newsela’s front line, speaking with customers in moments of urgency and impact. Your work will directly empower our Support team to enhance our customers’ success and overall impression of our company and products. Through delivering high value to our customers when they need it most, you’ll play a hand in growing and scaling Newsela’s business. This team requires unique leadership, resilience, and passion for our customers and users: K-12 educators and administrators. Your work will minimize downtime for Newsela in schools, set educators up for success by making sure they have the resources and technical help they need, and gather important feedback to contribute towards making improvements in the Newsela product ecosystem.
Why We’ll Love You:
You are a strategic, operationally-minded leader with experience designing, building, and scaling Support teams within a fast-growing company. In addition to growing and mentoring your full-time team, you may have experience hiring and managing a team of seasonal support. You are well versed in metrics to track and improve Support operations, and you have experience using Salesforce’s Service Cloud and/or Zendesk to manage your teams. You are comfortable working across departments to advocate for the customer, pulling on data to drive improvements to the overall customer experience. You thrive in a fast paced, ambiguous, ever-changing environment, and love leading teams through growth periods.
One of the fastest growing tech companies in K-12 education, Newsela was founded on the principle that while every child learns differently, they all deserve a rich learning experience that ignites a love of learning. We built our platform based on learning science research to deliver the most engaging, authentic content to modernize how teaching happens in the classroom. Along with interactive assessments and tools, we provide teachers with digital content at five reading levels — from +100 of the best sources — that is relevant to the diverse backgrounds and interests of their students. Since we started in 2013, we’ve become an essential solution for 90% of U.S. K-12 schools and serve +25 million users.