Customer Support Manager

Summary

Managing 5 Customer Support associates; conducting weekly one-on-one meetings, performance reviews, and career development conversations

Communicating cross-functionally as liaison to the Product, Learner Experience, Design, and Marketing teams to align on company and customer needs

Developing training materials and remote training sessions for new Customer Support team members

Conducting team strategy sessions each quarter to identify areas of strength, weakness, opportunity, and threat for individuals, team, and company

Defining and prioritizing KPIs to effectively utilize data within and outside Codecademy to orient toward a full view of the consumer and competitor landscape

Building a Voice of the Customer hub to compile qualitative and quantitative data to catalog customer stories and feedback to drive new initiatives

Fostering an inclusive team culture that supports feedback, amplifies all voices on the team, and encourages diversity of thought

Expectations

I am looking for a dynamic company that is always improving. I want to work for a place that encourages a diversity of opinions where I can grow my skills. I want to work somewhere that values the customer experience. Ideally, my next opportunity will focus on environmental sustainability.

Employment Preferences

Expected Base Salary

**0,000 USD

Academic Degree

Experience

Skills

• SQLite