Customer Support Manager

Posted May 5

POSITION SUMMARY:

Swing's Customer Experience (CX) team seeks to empower our users through easy self-service and provide guidance and expertise when our schools and subs need us. As a Customer Support Manager, you’ll be responsible for providing world-class customer support, identifying customer pain points, and escalating inefficiencies you identify in our support processes. You will be responsible for proposing changes and creating scalable solutions. You will oversee team leads to ensure the quality and world-class service standards are met and hold them accountable when they fall short.
You will be expected to ensure an excellent customer experience while thinking strategically to improve the efficiency and scalability of the support team. You are highly organized, empathetic, a thoughtful communicator, and energized by helping our school partners and substitute teachers get the most they can out of their Swing experience. This is a full-time remote position. This role will cover a Pacific Standard Time zone schedule of 9am - 5:30pm.

ABOUT SWING:

On average, U.S. students are with substitute teachers for 5% of the typical school year. That means our students have substitute teachers for more than six months of their K-12 school career. The problem? We're suffering from a national shortage of substitute teachers.

Swing Education is focused on tackling the substitute teacher shortage. Our online platform makes it easy for great schools and quality subs to find each other. We help schools access more subs and offload tedious work associated with managing a pool of substitute teachers (recruiting, screening, payroll, etc.). Our network provides subs with a wider range of work opportunities to gain experience and build their professional network.

After more than 8 years in operation we are working with over 4000 schools in 7 states and have filled over 300k teacher absence days. We're a post-series B company with about 50 employees currently and our lead investors include GV (aka Google Ventures), Owl Ventures, and Social Capital. We also have a strong commitment to diversity and our employees are 60% people of color (30% underrepresented minorities) and over 50% female. Our board of directors is also 75% female and 75% people of color.

We’re a diverse and inclusive team. We find it easy to get up in the morning and work for teachers, schools, and students.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Create positive brand experiences for existing customers to support company expansion goals and reduce the possibility of customer churn.
  • Formulating and revising customer support policies and promoting their implementation.
  • Manage team leads and their ongoing professional development
  • Responsible for ensuring all KPIs are met daily/weekly/monthly by overseeing the customer support department’s day-to-day functions.
  • Participate in OKR and KPI strategizing and implementation
  • Assess support data and prepare detailed reports on findings.
  • Participate in team strategy, vision, and budget planning as requested
  • Provide guidance and coaching for difficult inquiries; take over tickets as necessary
  • Identify gaps and areas of improvement in support processes, such as customer self-service opportunities, and create scalable solutions
  • Identify gaps in staffing and make hiring proposals to the department head
  • Delivering performance evaluations and following the disciplinary process according to company policy.
  • Work closely with other teams to ensure Support has a voice in new initiatives.
  • Escalate user pain points and provide suggested solutions to the appropriate teams.
  • Have regular 1:1 sessions with Team Leads, and meet bi-weekly with their subordinates
  • Find ways to improve team engagement and job satisfaction
  • Other duties as assigned

REQUIREMENTS AND QUALIFICATIONS:

  • Bachelors degree required
  • Minimally two years of experience as a team leader on a customer support team required including experience with conducting performance reviews
  • Highly empathetic, takes time to understand customer pains, needs, and wants, and goes the extra mile to make sure customer issues are resolved as quickly as possible
  • Hyper-organized and extremely detail-oriented, with excellent written and verbal communication skills
  • Intermediate Excel skills preferred
  • Intermediate Math and Writing skills required
  • Commitment to diversity and inclusion in working with diverse teams
  • Good judgment and the ability to handle sensitive and confidential information with discretion
  • You consider yourself a technology enthusiast and enjoy learning how to use new technology tools
  • Travel is minimally required twice yearly

COMPENSATION:

Salary is commensurate on experience and is adjusted for cost of living standards dependent on position location. Swing Education offers a comprehensive benefits package which includes the following perks:

  • Medical/dental/vision benefits
  • Flexible time off
  • Paid holidays
  • Parental leave
  • Stock options
  • Professional development reimbursement program
  • Mission-driven work
  • Fun, collaborative, balanced culture