What are the responsibilities and job description for the Customer Support Lead position at CodeHS?
What is CodeHS?
CodeHS is a comprehensive program for helping schools teach computer science. We provide web-based curriculum, teacher tools and resources, and professional development.
Mission
The mission of CodeHS is to empower all students to meaningfully impact the future.
Customer Support Lead Job Description
CodeHS is looking for a Customer Support Lead to manage the Support team as they interact directly with teachers via email and chat. You will be responsible for team projects, coordinating cross-team communication, and managing day-to-day operations to ensure that the Support team can do their best work to support teachers. You will get a chance to work closely with educators and schools to facilitate teaching coding to students all over the world.- Manage a team of Customer Support Specialists, conducting 1on1s and leading team meetings
- Manage day-to-day Support inbox: monitor incoming requests, answer questions from team, serve as escalation point for issues, route questions to the right team member.
- Monitor team performance with qualitative and quantitative metrics
- Maintain high team CSAT score
- Plan and manage full-team projects
- Maintain internal and external resources including help center and knowledge base
- Hire and train new Support team members
- Provide coaching to Support team members
- Support ongoing growth and learning for Support team
- Help build team environment within Support team and across departments
- Build technical expertise around product and curriculum
- Passionate about improving access to quality education
- 2-4 years management experience
- 1-2 years support experience
- Strong written and verbal communication skills
- Extremely organized and detail-oriented
- Interest in systems and processes, always asking, "How can we do this even better?"
- Interest in personally learning more about coding, prior experience a plus
- Teaching experience or working in the educational system a plus
You're a great fit for this position if you are passionate about improving education, being a great communicator, going the extra mile to solve problems creatively, and working on the forefront to use technology to improve education.
This is an in office position, which would require 5 days a week in the CodeHS Chicago office at 747 N LaSalle in River North.
- Health, dental, vision
- Equity
- 401k plan with 4% match
- Paid Parental leave
- Strong vacation policy (18 days off 17 company holidays)
- Short term and long term disability
- Lunch provided some days in the Chicago office
- Cost of monthly CTA ride pass is covered
- $400 annual professional development stipend
Company Values
Encourage Teaching and Learning
CodeHS is about providing excellent teaching and learning opportunities in computer science for students all over the world. We value creating fun, accessible and creative learning experiences for teachers, for students, and for team members at CodeHS. We believe that education--and specifically coding--within the formal K-12 system, the higher-education system, and beyond has the power to allow everyone to unlock their full potential.
Create a Direct Positive Impact
At CodeHS we value creating a direct positive social impact with our work. We work directly with students, teachers, schools and districts to implement computer science classes. Through building great curriculum, tools and resources to allow high schools to teach computer science, we can create a direct educational benefit to students to help explore the limitless world of computing. We believe that expanding access to computer science education will empower students to take an active role in creating the future.
Make It Fun and Creative
Bringing fun and creativity to every aspect of our work is a main focus for us at CodeHS. It starts with a fun, friendly and accessible curriculum, that allows students the opportunity to build creatively and engage in thoughtful problem solving. We also focus on developing a creative and fun environment to work in, and think that this allows us to bring novel approaches to challenging problems. Computing is about logic--but it’s also about creativity--and we hope to share that excitement with teachers and students through CodeHS.
Our Operating Practices
Get the job done
We figure out the real problem to be solved and take ownership over seeing it to completion. We help move things across the finish line.
Bring context and big picture awareness
We consider the projects we work on in their context and see how our projects impact the team, company, and the customer.
Adaptable
We adapt to changing needs across customers and the team, and make good plans but know that they can change as we get new information.
Growth Mindset
We're always looking to learn and improve, and we share that mindset with teachers and students. We’re working to improve individually and as a team.
Team player
We help out our teammates and we’re team players. We make decisions with a team first approach and strive to act in the best interest of the company as a whole.
Constructive and solution oriented
When approached with problems and roadblocks, we're constructive and solution oriented. We think through problems and tradeoffs, proactively finding solutions.
Good vibes
We bring positive energy whether in person or virtually to help contribute to making a positive work environment for everyone.
Follow through
We make sure to do what we say we are going to do for team members and for customers. We're proactive, dependable and reliable in the work that we do.
CodeHS is an equal opportunity employer. CodeHS maintains a drug-free workplace.