Manager of Customer Support
We’re not going to lie - we love what we do. Whetstone is a New Orleans-based ed tech startup making a serious impact in public education, and we’re building out a team of passionate, focused, intelligent people who want to make an immediate impact on the lives of teachers, coaches, and school leaders. As the Manager of Customer Support, you will be building out a department of Support Representatives who will be responsible for putting customers first to solve problems and proactively make customers’ lives easier.
Our Customer Support team is growing, and we are looking for a leader to help shape the support function of this department. In this role, you will work alongside the Director of Customer Success and Customer Success team to advocate for our customers and help scale the Customer Success team. You will be responsible for managing a team of Support Representatives and ensuring support tickets are answered with efficiency and care. You will also lead the department strategy around finding more efficient ways to answer client questions and provide proactive solutions to common questions.
Apply if you’re passionate about building something from scratch, strategizing to increase customer usage and capacity, and building out a top product in the ed tech space.
What your typical day might include:
Communication: You’ll be responsible for managing Support Representatives and ensuring they respond to customer inquiries, both phone and help chat, in a timely and accurate way. While the department is being built out, you will also be responsible for managing a queue of support tickets.
Analysis : You will analyze support inquiries to identify pattern problems in order to speak on behalf of clients to the Customer Success and Product teams so that they can design solutions. You will also analyze the performance of each Support Representative to ensure quality care is being provided to customers. You will be responsible for reporting this data on a regular basis.
Collaboration : You’ll collaborate with the Product team to report product issues and get them resolved in a timely manner. You’ll also gather customer feedback to share with the Product and Customer Success teams as they build out Whetstone’s long-term product roadmap.
Proactive Support: You will strategize around the best way to build out help documentation and materials. You will lead the strategy for the Customer Support team, and you will establish Customer Support best practices.
Fun: You will join and lead a team of motivated and energetic individuals who want to make work fun! You’ll learn the inner-workings of a startup, and you’ll have the opportunity to delight customers.
You may be a great fit if...
You are passionate about making a difference in education and impacting the lives of our youth. You have both a growth and a design-thinking mindset, as well as the belief that effective teaching is critical lever in improving U.S. education.
You are excited about building and leading a team. Prior managerial experience is not required.
You are quick on your feet. You have the desire to work at a fast-growing start-up, and you have the drive to help build out processes from scratch.
You have excellent written and verbal communication skills. You are excited by the idea of speaking with customers each day.
You are a fierce problem solver. You tackle problems with both a 30,000 foot view and a planner to capture the details necessary to solve them.
You are technically capable. You are able to problem solve using basic technology, and you have a desire to learn more about technology (no coding required for this role).
You are solutions oriented, and you have a desire to help people. You enjoy talking with people and making their day better through positive interaction.
The Company Our cloud-based platform allows education leaders to capture, organize, analyze, and share classroom observation data in an intuitive interface, making it easy to identify teacher trends and take action to help teachers improve. We work with more than 950 of the most innovative schools in the country (and a few overseas!) to accelerate teacher growth, because we know how much is at stake for kids and families. And we’re expanding. Fast. We doubled last year and are on track to do so again this year.
We offer a competitive salary, health care benefits (including vision and dental), a retirement plan, a flexible work location policy, and unlimited time off.
So what are we all about?
Making people’s lives easier : Not just for our clients, but for team members, too. Our motto is, “ It’s really easy to be really nice. ” If you’re on board with that, we’re on board with you.
Teamwork: A team is a group of people with a shared mission. Want to contribute your brainpower and hustle to helping us achieve our mission of improving teacher effectiveness and quality of worklife? Well, c’mon then!
Constant learning: We believe that everybody needs a coach. We’re committed to helping team members grow professionally to meet their career goals.
Celebrating our victories: Every Thursday afternoon you’ll find us gathering with La Croix to review our small victories for the week, and once a month we go to a neighborhood watering hole!
Work should be fun: No explanation necessary.
Whetstone is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Apply In addition to sending a cover letter and resume, please respond to the following scenario by writing a mock email response: You're responsible for Customer Success at Instagram. You receive the following help request email from a 60-year old person: “I want to put a photo of my grandson on Instagram. How do I put a photo on Instagram and make it very focused on his face, and blurred in the background? My daughter's photos look like this but I don't know how to do it.” Email your cover letter and resume to firstname.lastname@example.org with the subject line “Manager of Customer Support.”