Customer Support Supervisor

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 Supervisor oversees and develops a staff responsible for providing customers with outstanding customer and technical support. You will maintain metrics for Customer Support Representative goals and assist them to be successful in attaining these goals and maintaining good customer relations on an ongoing basis by coaching and mentoring.

As a Customer Support Supervisor you will:

• Supervise coach and lead a team of 15-20 representatives to provide superior customer support. Be responsible for overall direction coaching and evaluation of this group of people.

• Check in on representatives' calls/chats for quality accuracy and professionalism. Analyze call/chat cases and trends as a tool to reduce future support calls/chats.

• Interact with Training department to ensure the representatives are receiving the proper training and materials to keep up with new products/procedures and new releases of old products.

• Research department problems and issues and develop and implement solutions to these then track the results. Maintain good communication with company departments and keep departmental employees updated on all products policies and procedures.

• Respond to support incidents where the customer is being difficult or has been frustrated by customer support issues. These calls/chats may come from within the department or from outside departments.

• Build and maintain departmental SharePoint articles.

• Select recruit and interview new personnel.

• Step in and make decisions in the absence of the Customer Support Manager.

Qualifications

Education & Experience

• Associates Degree or equivalent experience AND three years Customer Support experience OR equivalent combination of education and experience.

Digital Literacy

• Basic knowledge of various computers and operating systems as well as word processing and spreadsheets.

• Familiar with PC and MS office applications.

• Virtual meeting software proficiency.

Other General Skills

• Excellent interpersonal skills as well as verbal and written communication skills. Ability to speak effectively before groups of customers or employees of organization.

• Demonstrated ability to multi-task and work in a self-directed environment with a focus on results.

• Ability to read and interpret documents such as help files knowledge base articles procedure manuals and instructions furnished in written oral diagram or schedule form.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Additional Information

All your information will be kept confidential.

Salary Range: $61800 - $63400

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

Benefits for eligible employees include:

• World Class Health 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

• 12 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 underrepresented individuals protected veterans and individuals with disabilities 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 for the future!

EQUAL OPPORTUNITY EMPLOYER

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.

REASONABLE ACCOMMODATIONS

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 accommodation is needed to participate in the job application or interview process please contact Talent Acquisition.

EMPLOYMENT AUTHORIZATION

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

For information about Renaissance visit: https://www.renaissance.com/