Customer Support Manager

Company Description

When you join Renaissance®, you join a global leader in pre-K–12 education technology!

Renaissance’s solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters—creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide.

Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve.

Job Description

The Customer Support Manager will plan, organize, lead, and effectively oversee the Customer Support Department.  This individual will be responsible for ensuring the team is successful in attaining their goals set forth by the department strategy plan, while maximizing results and controlling cost. In this role, you will help achieve department metrics and goals while upholding our Support Vision statement of providing a warm, personalized and consultative experience to delight each individual with a quality interaction.  

In this role, you will: 

• Effectively communicate (via clear, concise instructions) with internal/external customers via phone, chat or email to address questions and to provide information/solutions to problems presented 
• Develop, maintain and evaluate departmental performance and metrics to determine:   level of service and quality of information being provided to internal and external customers, potential problems with our products, and issues that require additional training and documentation to increase overall productivity 
• Respond to escalated support cases where the customer is being difficult or has been frustrated by customer support issues. These calls/chats may come from within or outside the department.  
• Work cooperatively across diverse teams and skill sets 
• Demonstrate performance superior to the group through interpersonal skills, cooperation with others, awareness, and leadership ability.  
• Gain familiarity of all Renaissance products, services, and support processes for effective support of our customers and staff 
• Schedule and conduct monthly 1:1 meetings to discuss goals and progress  
• Be an active and engaged member of the Support Strategy team, assisting and leading department projects/initiatives 
• Select, recruit and interview new personnel 

Qualifications

For this role, you must have: 

• Associate’s degree  
• Minimum three years Customer Support experience, or 
• Equivalent combination of education and experience   
• Confidence/Proficiency/Familiarity navigating: PC applications, MS Office product suite, Windows and/or Mac operating systems, and Virtual meeting software. 
• Advanced communication skills (written/verbal/presenting in group setting) 

Bonus points for: 

• Call center experience 

Additional Information

All your information will be kept confidential according to EEO guidelines.

Salary Range:  $56,100 - $84,200 

This range is based on national market data and may vary by location.

Benefits:

• World Class Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 13 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Frequently cited statistics show that some women, minorities, individuals with disabilities, and protected veterans, may only apply to roles if they meet 100% of the qualifications.  At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need into the future. We hope you're open to learning new skills to grow with us. Make our team, your team!

Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.

At Renaissance our mission is: “To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide.” Inherent in that guiding principle is dedication to serving all identities by recognizing the importance of Diversity, Equity, and Inclusion (DEI) in our organization, our work and our products. Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.

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