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Customer Support Manager
ID: 152048 - Save Job
Category: Engineering
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Aplia, an Educational Technology Company, Seeks Customer Support Manager The Company: Aplia is revolutionizing how students learn. We create and publish online, interactive learning solutions that increase student effort and engagement in their college and high school courses. We have helped almost 1,000,000 students at approximately 850 institutions, and our usage and revenue have grown at an average annual rate of 50% per year since product inception in 2002 . We are a brainy, creative, and lively group that maintains a fast-paced and teamwork-oriented environment. We are looking for eager and like-minded individuals to join our team. Our office is based in San Carlos, California, next to Hwy-101. Check out www.aplia.com for more information about Aplia. Aplia is a division of Cengage Learning - apply online at www.cengagecareers.com . Enter the description keyword ‘Aplia’ to see all of our open requisitions. The Position: Job Description Aplia has earned a reputation as having industry-leading customer service, this service is a core aspect of Aplia’s brand. Aplia is seeking a talented and highly motivated Customer Service Manager to maintain this strong vision of service and oversee its growing customer service team. In this position you will help define and establish tools and processes needed to scale the functions of this team. Requirements 3-5 years experience as a customer service manager, preferably for a software development company Strong computer skills, including proficiency in all Microsoft Office applications and comfort learning new technology Excellent written, verbal, and interpersonal communication skills Strong organizational skills, detail-oriented, and ability to prioritize and meet deadlines College degree Primary Duties and Responsibilities · Manage a geographically distributed and growing team of service representatives · Measure and analyze service representative performance, work with individuals to strengthen individual weaknesses · Handle escalated support requests, ensure that customer needs are fulfilled, strive to ‘overdeliver’ at all times · Scale the team to support more products each year and to broaden support coverage · Divide time between supporting courses and innovating the way the team interacts with Aplia’s sales team · Work with product management and engineering to make improvements to products that decrease the volume of support requests This position comes with a competitive salary and full paid medical, dental, and vision benefits. This position is full-time, reporting to the President.
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cengagelearning
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