Customer Support Team Lead

About the Role
At Summit K12, we believe that every student can do well in school if instruction is tailored to their unique learning needs and they receive the encouragement to strive and achieve. Our learning programs provide teachers with the ability to differentiate instruction, monitor progress, and support learners in their journey toward success.

From English learners, multilingual students, bilingual students and dual language learners who are struggling to read or write, Summit K12’s online, standards-based supplemental curriculum will close gaps and ensure growth for all students.

The Customer Support Team Lead will manage a small team that works directly with administrators to onboard Teachers and Students into the Summit K12 online curriculum. Once users have access to their online classes, the team managed by the Customer Support Team Lead will continue to provide email and phone support to teachers and admins throughout the school year to ensure that they are able to get the most value from the program for their students.

The team managed by this role serves as generalists for all support needs of Summit K12 customers from onboarding through use of the product for admins, teachers, and students throughout the school year. The Customer Support Team Lead will also provide the same support to customers as the rest of the team as needed. In addition to direct onboarding and support of customers and managing the team, this position will partake in and lead projects throughout the year geared toward improving the overall user experience of customers, the internal team processes, and their own skills sets for their career development.

The Customer Support Team Lead is expected to manage their direct reports with regular team check-ins, 1:1 meetings, and availability to support the team needs as necessary and feasible to do so including encouraging career development of their direct reports. They will coordinate with other department managers on developing and implementing onboarding plans for new employees and providing internal support to other team leads within the department. They will be responsible for ensuring that their team has everything that they need to be successful.

This role will have a greater focus on understanding the customer journey through the product and ensuring that users have an optimal experience every step of the way including but not limited to: submitting feature requests, evaluating and refining self-service options, and ensuring that the rest of the team is kept aware of updates to Products and procedures.

Daily Processes

• Set up new accounts utilizing a mixture of technologies, including but not limited to a Learning Management System (LMS), CSV files, and Google Suite products
• Provide excellent and prompt customer support through phone calls and emails to ensure successful product implementation
• Collaborate with the Inside and Outside Sales and Account Management teams to create a seamless and smooth transition for customers from purchase order to user login
• Assist various District and School departments and staff through phone, email, and video calls
• Maintain strict security standards related to managing student personal identifying information
• Serve as the Voice of the Customer internally at Summit K12 to raise issues and feature requests on behalf of our customers
• Provide guidance and support to Customer Support Representatives and Associates to assist them with the successful support and onboarding of customers.
• Ensure that the highest priority accounts receive the best possible onboarding experience and continuous support of their purchased products.

Key Responsibilities

• Team Mentorship: Provide guidance and support to Customer Support Representatives to ensure quality in the support an onboarding of customers.
• Development Projects: Lead and assist with projects to continuously develop products, records, internal resources, and personal skills.
• User Support: Be the first point of contact for our users, delivering timely and professional support through email and phone.
• Onboarding: Manage user onboarding through manual processes, coordination with customers, and setting up roster integrations.
• Technical Issue Resolution: Assist users in diagnosing and resolving technical issues, offering guidance on using our products effectively.
• Problem Solving: Troubleshoot and identify solutions for technical problems, working in collaboration with Product and Development teams as needed.
• Customer Record Keeping: Maintain accurate and organized records of user interactions, inquiries, and solutions in Support tickets and Sales records.
• Team Collaboration: Coordinate with other members of the Customer Support team to support one another in assisting customers.
• Product Knowledge: Stay up-to-date with general Product updates provide informed support to users.
• Knowledge Record Keeping: Help develop and maintain general Knowledge records for both customer facing support articles as well as internal Standard Operating Procedures.
• Feedback and Improvement: Identify opportunities for process enhancements and suggest platform improvements based on user feedback.

Qualifications

• Education: Bachelor's degree in Education, MIS, Computer Science, Technology, or related field
• Experience: Previous experience in Customer Support in Education Technology (1 year minimum) and either 2 years minimum of classroom teaching experience or a minimum of 3 years total of customer support.
• Leadership: Ability to mentor colleagues and lead projects with minimal oversight, taking initiative to identify areas of potential improvement and plans for implementing growth and process improvements.
• Communication: Ability to communicate professionally, persuasively, and confidently over the phone, in email, and in person including soft skills for managing interactions with frustrated or stressed customers and the ability to explain technical concepts to non-technical users.
• Problem-Solving: Exceptional problem-solving abilities and a commitment to delivering top-tier customer support.
• Productivity: Tools Proficiency with using and learning new online tools and technology, including, but not limited to, Google Suite, Spreadsheets, Slack, and Zoom
• Ed-Tech Tools: Familiarity with Educational Technology is preferred including but not limited to Learning Management Systems (LMSs), roster sharing services such as ClassLink and Clever, OneRoster, and Student Information Systems (SIS's)
• Team Player: Ability to work both independently and collaboratively within a team.
• Attention to Detail: Strong organizational skills and attention to detail.

Location
This role is based out of the Summit K12 office in Austin, Texas, and requires a hybrid in-office schedule.

Compensation
$33 - $40 per hour
Bonus Up to 10% of annual earnings

Benefits
Health, Dental, and Vision Insurance; 401K