POSTED Jan 26

Director, Customer Support at EVERFI

  • Customer Support
  • Fulltime
  • Anywhere (100% Remote) Only
Job Description

EVERFI is an international technology company driving social impact through education to address the most challenging issues affecting society ranging from financial wellness to mental health to workplace conduct and other critical topics. Founded in 2008, EVERFI’s Impact-as-a-Service TM solution and digital educational content have reached more than 41 million learners globally. In 2020, the company was recognized as one of the World’s Most Innovative Companies by Fast Company and was featured on Fortune Magazine’s Impact 20 List. The company was also named to the 2021 GSV EdTech 150, a list of the most transformative growth companies in digital learning. Some of America’s leading CEOs and venture capital firms are EVERFI investors including Amazon founder and CEO Jeff Bezos, Google Chairman Eric Schmidt, Twitter founder Evan Williams, as well as Advance, Rethink Education, Rethink Impact, The Rise Fund, and TPG Growth. To learn more about EVERFI and how you can #answerthecall please visit everfi.com or follow us on Facebook, Instagram, LinkedIn, orTwitter @EVERFI.

The Customer Support Director leads a team of analysts to provide high quality solutions to EVERFI’s customers for questions and challenges that arise with our online courses and platform. The Director is responsible for providing a high level of customer service, ensuring all documented policies and procedures are accurately executed, answering questions as needed for the Customer Support Team and facilitating the resolution of escalated issues. for the and directing the Customer Support team as questions and escalations arise. They will also be integral in managing the strategy for these responsibilities to ensure the team is operating in a highly efficient manner.

Responsibilities

  • Develop, set goals, and manage a team of customer support analysts responsible for responding and managing learner and administrator product and technical support related inquiries.
  • Manage case calibration process and provide targeted coaching and feedback to team members performing the audits to ensure quality and consistency.
  • Track and support higher level/more complex issues that have been escalated to internal teams for timely resolution.
  • Follow and apply communication protocol for customers during service interruptions, including post mortems.
  • Implement a strict communication protocol to customer for service interruptions and trending issues, including overseeing status page communications, team updates, and post mortems.
  • Act as an escalation point for sensitive and timely customer satisfaction issues.
  • Define and streamline the support touchpoints and train customers and key stakeholders on how to engage with customer support.
  • Identify, track and evaluate areas where the internal teams and outsourced Tier 1 support team needs additional training. This includes developing a consistent training strategy for new and current Customer Support Analysts.
  • Forecast goals to ensure staffing levels are appropriate to meet or exceed targeted key performance indicators.
  • Submit and advocate for product and service experience enhancements to applicable internal teams leveraging insight of the products, technology and business needs.
  • Lead, in collaboration with Customer Experience leaders, organization design efforts to identify and implement scalability strategies to ensure that the current organization is fully utilized and operating in a highly efficient manner.
  • Present at Executive level on the currenton current state of the support organization, strengths, weaknesses, and opportunities to enhance the customer experience.
  • Collaborate with the Customer Operations Support team to write and ensure support documentation is created and curated for the organization
  • Conduct in depth analysis on tickets and problem types to identify trends in product and support cases. Report findings on a regular basis to internal stakeholders.
  • Onboard new Customer Support Analysts and lead team trainings on new processes and product functionalities.
  • Other duties as assigned

Skills, Experience and Qualifications

  • Bachelor in Business Administration or relevant field
  • 7 years of related experience in customer support roles required, experience at a customer support call center preferred
  • 3 years of management experience required, 4 preferred
  • Strong leadership skills with ability to engage and motivate people at all levels of the organization.
  • Proven track record of exceeding performance goals.
  • Outstanding customer service skills and the ability to work with customer contacts of all levels.
  • Problem solving skills, with attention to customer satisfaction and timely resolutions.
  • Superior attention to detail and ability to manage multiple priorities.
  • Working experience of Customer Relationship Management systems, Salesforce preferred.
  • Experience with JIRA or similar ticketing system.

Work-life, Culture, & Perks:

  • Competitive base salary and bonus potential
  • 401k program and company match
  • Comprehensive health care and excellent parental leave benefits
  • Flexible PTO and generous holiday schedule
  • Casual work environment
  • Opportunity to work with talented people who have fun in the workplace

Company Values:

We’re looking for future team members who are energized and inspired by our values, as well as people who bring new backgrounds, perspectives, and experiences. At EVERFI, our eight core values are an active part of everything we do:

  • Relationships First
  • Demand Excellence
  • Embrace Diversity of Thought & Drive Change
  • Act Like an Owner
  • Always Show Up
  • Share the Credit
  • Require Honest & Positivity
  • Always Ask: “Did I Matter Today?”

EVERFI appreciates your interest in our company as a place of employment. It is EVERFI policy to provide equal opportunity for employment to all qualified employees and applicants, regardless of race, religion, religious affiliation, ancestry, citizenship status, marital status, familial status, sexual orientation, gender identity, color, creed, national origin, sex, age, disability, or veteran status or any other characteristic protected by local, state or federal law. This policy applies to all areas of employment including recruitment, placement, training, transfer, promotion, termination, pay, and other forms of compensation and benefits. EVERFI will provide reasonable accommodations to qualified individuals with disabilities. 

Get Updated Remote Jobs directly in your Inbox

Powered by Denovers with