Remote Senior Manager, Customer Support

Senior Manager, Customer Support

(Full-Time / 100% Remote)

DEPARTMENT: Customer Success

REPORTS TO: Director of Customer Success

SUMMARY:  

Do you enjoy shaping and guiding the vision for your team? If so, this is the opportunity you are looking for. We are looking for an experienced Senior Manager to lead the customer support team, build systems from scratch, optimize performance and systems, drive self-service initiatives, and generally always be on the lookout for ways to improve. You will lead a team of supervisors and individual contributors and help ensure that they are meeting performance and quality expectations.

ABOUT US: PublishingLife.com is an online education company, founded by Rasmus and Christian Mikkelsen, that gives regular, everyday people the education and tools they need to create consistent streams of passive income by selling books and audiobooks on Amazon and Audible. We are a team of 45 with over 20,000 paying customers and over $50 million in revenue in just a few years. Our book, The Freedom Shortcut is also a Wall Street Journal Bestseller and is a great introduction to how anyone can find financial freedom through publishing.

WHY US?  At Publishing Life, we are committed to living out our mission and core values every day and that starts with providing benefits that allow our employees to care for themselves, support their families, and give back to their community.  But don’t take our word for it - Employee Testimonials.

• A competitive compensation plan with opportunity for advancement.
• 100% paid medical and life Insurance for employees.  Plus, an option to add dental and vision insurance coverage.  Employees also have the option to elect insurance coverage for their immediate family members.
• Work-life balance by working 100% remotely from anywhere.  
• Generous and flexible paid time off.
• Paid holidays and sick days.

OUR MISSION: Over 20,000 people around the world are creating financial freedom for themselves through our online programs. We teach everyday people how to leverage the fast-growing audiobook industry using Audible so they can fund their vacations, pay off their debts or even spend more time with their family. Our mission is to help as many people as possible achieve that extra level of happiness that they never thought possible. By making our training as great as it can be, filling our team with expert coaches and motivators, and constantly innovating solutions within the publishing sector, we move one step closer each day. 

OUR CORE VALUES:

At Publishing Life, we thrive on the following core values, and we only hire candidates that exhibit the following:

Student Obsessed

Doing whatever it takes to help students achieve their goals because student success is our success.

Happy, But Never Satisfied

Never settling and always looking for ways to improve, including ourselves.

Great Freakin’ Attitude

Having a positive attitude that lifts and inspires people around you.

RESPONSIBILITIES:

• Shape and guide the vision of the support team including organizational design, automations, and processes to support company initiatives
• Strategize and execute on support team initiatives and business objectives.
• Implement self-service measures to allow students to find the help that they need.
• Identify new solutions for optimizing support so that we have a highly leveraged support staff
• Manage and oversee all support team members, both direct reports and support managers.
• Ensure the communication of all pertinent company updates in a timely manner.
• Manage support team scheduling and performance utilizing workforce management best practices.
• Manage related projects within the support team and ensure that deadlines are met. 
• Conduct weekly team meetings.
• Report on support team performance and make recommendations for improvements. 
•  Create a reliable talent acquisition and training program for support team members to ensure consistent employee experience.
• Create, enforce, and update SOPs for the support team. 
• Oversee the creation and maintenance of knowledge base documentation.
• Develop ongoing training and oversee the roll out of a quality assurance and secret shopper program.
• QA each support manager on a weekly basis and ensure they also have proper QA of their teams.

SUCCESSFUL CANDIDATE ATTRIBUTES AND REQUIREMENTS

• 2-4 years of support management and leadership experience, preferably in tech or an online business.
• Proven track record of managing a large team of high performers. 
• Experience analyzing data and reports.
• Ability to problem solve and handle complex issues.
• Strong written and verbal communication skills.
• Strong computer skills using applications such as Word, Excel, PowerPoint, Email, etc.
• Experience managing projects and completing them within deadlines.
• Experience creating internal and external documentation such as knowledge base articles and SOPs.
• Experience with Quality Assurance programs.
• Experience evaluating support platforms and tech.
• Experience with workforce management.
  
  

Publishing Life is dedicated to building diverse teams that fuel an authentic workplace and sense of belonging for each and every employee. We know applying for a job can be intimidating, please don't hesitate to reach out - we encourage everyone interested in joining us to apply.

Publishing Life Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, disability, genetics, gender, sexual orientation, age, marital status, veteran status. In addition to federal law requirements, Publishing Life Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location we have employees in. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.