**Experienced Customer Care Manager – Remote Opportunity to Elevate Educational Experiences**

At arenaflex, we're dedicated to revolutionizing the way students access educational resources. Our mission is to level the playing field in education by providing the most effective test preparation available, made accessible to all students. As our Customer Care Manager, you'll play a pivotal role in delivering exceptional support to educators and students, embodying our commitment to making education accessible and impactful.

• *About arenaflex**

arenaflex has been a pioneer in educational technology for over a decade, partnering with school districts and institutions to provide college readiness services and resources. With a proven track record of success, we've served over one million students since our founding in 2012. Our dedication to making education more accessible has earned us recognition among the Inc. 5000 "Fastest Growing Companies," featured by "Entrepreneur 360," and selected among the "Growth Leaders" by Louisiana Economic Development.

• *Our Culture**

At arenaflex, we're a diverse team of individuals passionate about making a difference in education. We value our employees as people, not just the position they fill. Our team members come from various backgrounds, and we celebrate their unique experiences and perspectives. We believe that with everything we do, we should make it awesome. We don't settle for "average," "run-of-the-mill," or "ordinary." Our mission motivates us each day to get up, get together, get better, and get things done.

• *Job Summary**

As our Customer Care Manager, you'll lead a team of agents in providing seamless and supportive interactions with our products and services. Your technical acumen and customer service expertise will be key in fostering an environment where every inquiry is an opportunity to bolster trust in arenaflex's mission. You'll ensure that our Customer Care Team operates with efficiency and empathy, making our experience more attainable and enjoyable for our customers.

• *Responsibilities**

• Lead the Customer Care team, setting and maintaining high customer service standards.
• Provide coaching, training, and ongoing evaluation to drive excellence in performance.
• Generate and analyze reports to monitor team productivity and key performance metrics.
• Drive customer advocacy through process improvement initiatives and feedback implementation.
• Actively contribute to the weekly "Customers are Forever" meeting, providing progress updates.
• Collaborate across departments to implement best practices for comprehensive customer service.
• Troubleshoot technical issues and provide guidance to customers on product features.
• Analyze and report product malfunctions, ensuring internal databases are updated.
• Monitor and address customer complaints, providing proactive assistance and support.
• Share valuable insights and workarounds with team members to enhance product offerings.
• Inform customers about new features and functionalities to maximize their product experience.
• Ticket Management, Quality Assurance, and Escalation Handling:
+ Take ownership of Zendesk, ensuring effective utilization and administration.+ Oversee ticket quality, quantity, monitoring, and improvement efforts.+ Serve as the escalation point for complex customer issues, ensuring timely resolution.
• Feedback Loop, Reporting, and Customer Education:
+ Follow up with customers to gather feedback and identify areas for service improvement.+ Provide valuable customer feedback to internal teams for continuous improvement.+ Assist in the development of Help Center content and other educational resources.

• *Requirements**

• Bachelor's degree or higher in business administration, communication, education, or related field.
• 3+ years of experience in customer service management, preferably in an educational technology or online platform environment.
• 1+ years of experience managing direct reports, with a proven track record of leading and developing high-performing teams.
• Experience in a customer support role within the education sector, dealing with school district administrators, teachers, and students preferred.
• Proficiency in customer relationship management (CRM) systems, with a strong preference for experience in Salesforce or similar platforms.
• Demonstrated ability to analyze customer service metrics and data to drive decision-making and improve service delivery.
• Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to collaborate effectively across teams and departments to enhance customer experience and resolve issues.
• Experience with onboarding and training users on digital platforms, including roster management and account setup.
• Familiarity with educational technology platforms and standardized testing processes is a plus.
• Excellent communication and interpersonal skills, with the ability to empathize and provide effective solutions to customer inquiries.
• Knowledge of workflow automation tools and platforms to streamline customer support processes.
• Experience in developing and implementing customer service policies and procedures to ensure consistent service quality.
• A valid U.S. driver's license
• Deep belief in the potential of all students and a passion for arenaflex's mission
• Respect for individuals' diverse experiences and the ability to work effectively with people from a variety of backgrounds

• *Benefits**

• $65,000 starting salary based on qualifications
• Employee benefits eligibility (health, disability, AD&D, life insurance)
• Optional dental and vision coverage
• Matching 401k
• Paid time off
• Generous paid holidays
• Ability to work fully remote
• Company supplied laptop

• *Why Join arenaflex?**

• Be part of a mission-driven organization that's making a difference in education.
• Work with a diverse team of individuals passionate about education and customer service.
• Enjoy a fully remote work environment with flexible scheduling.
• Develop your skills and expertise in customer service management and educational technology.
• Contribute to the growth and success of a rapidly expanding company.
• Enjoy a comprehensive benefits package, including health, dental, and vision coverage, as well as a matching 401k.

• *How to Apply**

If you're passionate about education and customer service, and you're looking for a challenging and rewarding opportunity, we encourage you to apply for this role. Please submit your resume and a cover letter explaining why you're the ideal candidate for this position. We can't wait to hear from you!