UWorld is a leader in online test prep for college entrance, undergraduate, graduate, and professional licensing exams throughout the United States. Since 2003, over 2 million students have trusted us to help them prepare for high-stakes examinations.
We are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers.
This role will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.
Responsibilities:
Process Optimization
Oversee day-to-day operations involving all customers including following responsibilities:
- Efficiently resolving customer concerns via phone calls/emails/tickets
- Managing team member schedules
- Monitoring individual and team performance and trainings
- Enhancing quality of customer service delivered
Oversee day-to-day operations involving customers including following responsibilities:
- Setting up best-in-class processes for onboarding users.
- Handling, resolving, and routing business inquiries/issues in a timely manner
- Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
- Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
- Build out a knowledge base for the team to reinforce consistent and timely customer experience
- Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side
Measuring and Evaluating Service Excellence
- With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
- Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed
Developing a High-Performing Team
- Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment
- Identify and retain key talent and cultivate pathways of career development and growth for the team
Communicating Effectively and Efficiently
- Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals
- Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
- Manage the flow of information accurately and appropriately
Advocating Interdepartmental Collaboration
- Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
- Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success
Requirements:
- Bachelor’s degree or equivalent experience
- 10+ years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
- 3+ years of experience leading and training a Customer Care team
- Experience administering customer support tools and technologies, like CRMs and/or ticketing system.
