Customer Support Manager

Do you pride yourself on being an excellent communicator who helps others? Are you passionate about inspiring a love of learning in children?

Want to combine your two passions? Right At School is a leading education enrichment company that offers before-and after-school programs at schools across the country. We’ve experienced tremendous success since the company’s inception in 2010, growing over 50% year after year, and recently being named in Crain’s Fast 50 & Inc 5000 lists.

We are looking to add a Customer Support Supervisor to our dynamic and talented team with a FUN culture to support our families and students.

About the Role:

We are seeking a highly motivated and experienced Customer Support Supervisor to lead our dedicated customer support team. The Customer Support Manager will be responsible for ensuring exceptional customer service experiences for families seeking to register for Right At School's before and after school programs. This role will focus on driving key performance indicators (KPIs), utilizing Air Call and Service Cloud analytics, managing staffing levels, forecasting workload, and the professional development of team members.

Responsibilities:

• Lead and motivate a team of customer support representatives to deliver outstanding service and achieve performance targets.
• Monitor and analyze KPIs, including response time, resolution rate, customer satisfaction scores, and first-call resolution, to identify areas for improvement and drive performance enhancements.
• Utilize Air Call and Service Cloud analytics to gain insights into customer interactions, trends, and pain points, and leverage this data to inform decision-making and improve processes.
• Forecast workload and manage staffing levels to ensure adequate coverage. This includes creating and managing CSR schedules, taking into account varying call volumes, peak times, and employee availability.
• Conduct quarterly performance evaluations to assess individual and team performance against established goals and objectives. Provide constructive feedback, identify strengths and areas for improvement, and collaboratively establish development plans to support career growth and skill enhancement.
• Handle escalated customer inquiries and complaints, demonstrating empathy, professionalism, and a commitment to achieving a resolution.
• Monitor and track case assignments, ensuring timely resolution and adherence to service level agreements (SLAs).
• Collaborate with cross-functional teams to address customer issues and enhance the overall support experience.
• Implement and maintain effective case routing and escalation procedures to ensure timely resolution and customer satisfaction.
• Monitor case queues and agent workloads to balance workload distribution and optimize team productivity.
• Work as a liaison between onshore and offshore teams, addressing needs, promoting diversity, and fostering collaboration for exceptional customer support.

Requirements

• 3 years experience in related role or customer service/support position
• Strong understanding of KPIs and analytics, with the ability to analyze data and draw actionable insights.
• Demonstrated leadership abilities, with a track record of coaching, motivating, and developing high-performing teams.
• Exceptional problem-solving skills and the ability to make data-driven decisions.
• Proficiency with CRM software (e.g., Salesforce) preferred.
• Flexibility to work evenings and weekends as needed.

Join our team and make a difference in the lives of families and children by providing exceptional customer support for Right At School's before and after school programs!

Benefits

Why Work For Us:

• Full-time remote work, with occasional travel for in-person workshops and retreats.
• Options for planning your future with a 401K plan offered to all employees after working 1,000 hours

• Comprehensive healthcare, dental, and vision plans with company contributions; option to enroll in a flex spending account (FSA) and supplemental insurance plans.
• Two weeks of paid time off, one week of paid sick leave, and paid holidays throughout the year.
• We offer a work environment that is diverse, inclusive, and welcoming to all!
• We offer expecting parents twelve weeks of parental leave, which includes four weeks of full pay to increase the ability of families to balance the needs of work and home.
• Free childcare! Enroll your eligible children in any Right At School after school program tuition-free so that you can focus on your career knowing your children are in good hands!

Right At School is an Equal Opportunity Employer

Here at Right At School, our commitment to equal opportunity runs deep. We really mean that.

In order to achieve our goals, we need to work hard to create a diverse workforce so we can

reach as many students, parents, and schools as possible. We embrace the uniqueness in

everyone and we encourage each individual to be their true selves. Your age, skin color, beliefs,

sexual orientation, nationality, disability, parental status, vet status, gender identity are valued

here. We do not stand for discrimination or harassment of any kind. Come as you are.