Job type full-time
Full job description
Goguardian is on a mission to transform education by helping to protect students in the digital space from harmful and distracting content and supporting their mental healthWe partner with schools to identify learning patterns and maximize the academic potential of every studentWith goguardian, educators can engage students with more effective resources while also promoting online accessibility in the most applicable way for their school population.
While this job posting uses `el segundo, ca` as the location, please note this role is currently being recruited for remote work or reporting to headquarters if within commuting distance.
We`re currently looking for a technical support manager to lead, coach, and motivate a team of technical support representativesThe ideal candidate is driven, metric-focused, and deeply empatheticThis role reports to the vp of customer service and supportThey will have a successful track record in managing a support team, with an emphasis on customer experience, team member growth, and responsivenessYou will be expected to forecast and lead hiring, handle escalations, drive team member growth and development, build processes that scale in conjunction with a second technical support manager.
What you`ll do
Manage, train, and provide feedback for team members
Lead frequent meetings with team members to review quality and quantity of work, with a focus to grow each team member in their role
Advise and train staff on triaging the inbound support requests through email and other channels as appropriate
Manage escalations and provide helpful, empathic support to teachers and school administrators facing technical issues or questions about product functionality
Manage and support the team to ensure they are providing customers with speedy and accurate responses
Provide frequent reporting updates on team metrics to senior team leaders
Identify improvement areas and lead the team with a continual focus on process improvement
Collaborate with members of product, project management, and engineering to ensure the proper escalation and resolution of bugs
Lead team meetings to discuss common issues, learn from each other about best responses, and maintain consistent voice and tone
Keep records of the most common support issues and methods to solve them, using this information to effectively manage up to other teams in an effort to highlight the voice of the customer and their needs
Help build and maintain automated processes, including a chatbot
Who you are
3+ years of managing a support team
Proven ability to coach, support, and develop support representatives
Experience in building and scaling support processes, with an emphasis on maintaining customer satisfaction
Maintenance of help desk reports and dashboard on a daily and weekly basis
Experience with servicecloud and / or zendesk is a plus
Excellent track record of collaborating across the organization with sales, customer success, engineering, etc.
What we offer
A varied and challenging role in a multinational and highly innovative company
A robust benefits package including health insurance, 401(k) retirement savings plan with company match, employee stock option plan, paid parental leave, 13 paid company holidays, and much more
Development and further training opportunities for shaping and realizing your career goals
Exceptional colleagues with a passion for edtech
Goguardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needsGoguardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.
Job type: full-time
Work location: multiple locations