Company Summary And Mission:
Teachable is an instructor-focused online course platform that lets course creators build and sell courses on any topic, from iOS development to watercolor painting. Our thousands of instructors have earned over $100M to date, and we've raised $12.5m+ from a group of top venture investors. We're growing rapidly, with triple-digit year-over-year growth, and are continuing to build a diverse team of dedicated people in New York City. With our growing success, we’re now setting our sights outside of the Big Apple to find the person who will play a meaningful role in growing our team. We pride ourselves in giving determined people the space to do their best work and this exciting new opportunity is no exception.
Position Summary (Brief Overview):
The Customer Care Manager will lead the newest branch of our Customer Care support team in Raleigh-Durham. As the foundational hire in our first location outside of New York, you will own hiring, training, and leading all new support team members in our Raleigh-Durham office. You will work closely with our NYC based Customer Operations team to establish a diverse and versatile team, grounded in Teachable’s core values and eager to provide the best SaaS support our customers have ever experienced.
Job Description (In-depth Explaination of Role):
Manage a team of 6 to 8 Customer Educators, the people primarily responsible for helping customers navigate our platform, in a quest to best themselves every single day.
Serve as an advocate for your team and the customers we serve. It’s your job to communicate when your team needs information and resources for constant improvement.
Ensure that Customer Educators have the training, encouragement, and tools necessary to improve the customer experience in support interactions across multiple channels.
Facilitate the personal and professional growth of Customer Educators through weekly 1:1 meetings, quarterly reviews, QA, workshops, and team building.
Exemplify and reinforce excellent service by being willing, ready, and able to jump in and demonstrate a superior level of support in email and live chat.
Work with the VP of Customer Operations as well as multiple members of our New York headquartered team to champion team integrity and foster alignment between offices.
Ability to travel between Raleigh-Durham and Teachable HQ in New York up to 10% of the year (including spending your first 1-2 months in this role learning from the team in New York).
Familiarity with Lever and other ATS(Applicant Tracking Systems)
Excellent written and verbal communication skills
Working knowledge of Zendesk and other CRMs
2 to 3 years experience supporting a SaaS platform
Experience supporting customers via email and live chat
3 to 5 years of experience working in a supervisory or management role
5 to 7 years of experience working in a customer facing capacity
Experience in recruiting and/or experience launching a new office
Proven interpersonal skills and the desire to cultivate excellence in fellow team members
Demonstrated success in team scaling, management, coaching and mentorship
The “care gene” (i.e. you genuinely care about helping people and take pride in being able to make their lives and jobs easier)
Strong technical experience, including familiarity with HTML and CSS, and the ability to dabble in Chrome DevTools