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Customer Service Manager

Location: Washington, D.C.

SMARTHINKING, Inc. provides technology, products, and services to help educational institutions improve student performance, persistence, and retention. Schools, colleges, universities, libraries, government agencies, textbook publishers and other education providers work with SMARTHINKING to increase student achievement and enhance learning. SMARTHINKING connects students to certified tutors anytime, from any Internet connection. Please visit www.smarthinking.com.

Position Summary:

The Customer Service Manager (CSM) reports to a senior team member within the Education/Operations Department, and is responsible for the tactical and operational direction of SMARTHINKING's customer support team. This hands-on position will manage a staff of customer service representatives and ensure that customers and tutors are retained, satisfied, and that their needs are fulfilled. The manager is responsible for designing, implementing, and tracking improved process and operational policies and will recommend changes to products or services to fulfill customer needs.

Primary Responsibilities:

The CSM is responsible for daily supervision of a three-person team of customer support specialists who provide Level 1 and 2 support in a wide variety of technical and operational areas for clients (student users, faculty, administrators) and tutors in their use of the SMARTHINKING tutoring application. Customer support may include phone, email, instant messaging, and possibly other mechanisms as the division evolves. The CSM will provide vision and organizational leadership for the customer support team through the design and implementation of new initiatives within the Customer Service unit including but not limited to execution of tracking software, quality control systems, analysis of division effectiveness and training/professional development programs for internal support staff. The CSM will have budgetary review and management responsibility over customer support expenses to include purchasing hardware, software, peripherals, and other supplies within the allocated budget. Additional responsibilities include but are not limited to:

• Assisting in providing 1st, 2nd and potentially 3rd tier support when needed.
• Managing client and tutor support queues and ensuring responses are professional, consistent, timely, and accurate.
• Researching and recommending new tools and applications for internal use and customer support.
• Proactively developing and maintaining helpful, public and private knowledge bases, user documentation, training materials/manuals, and self-service materials to address the needs of SMARTHINKING clients and tutors.
• Helping to evaluate potential acquisitions and new product development in relation to customer support needs.
• Maintaining a high degree of computing competence and leadership while staying current with popular customer support hardware/software products and developments in the customer support industry.
• Developing and maintaining the customer support tracking system.
• Liaising with technical and QA staff.

Qualifications:

• Bachelor's degree in relevant field.
• Three to four years of customer service experience supporting a web application; strong diversified customer service background in a computer-related field preferred.
• Two+ years managing support staff.
• Ability to track and analyze various operational metrics.
• Strong quantitative skills.
• Exceptional writing skills.
• Technical proficiency in common Internet technologies.
• Telephone and email support experience, and good phone demeanor.
• Ability to supervise, train, and mentor staff with diverse backgrounds.
• Demonstrated ability to work collaboratively and communicate effectively.
• Familiarity with key software applications, browsers, platforms, and peripheral devices.
• Ability to prioritize and learn new systems, and willingness to work in a fast-paced environment.
• Experience with robust ticket tracking methodology preferred.
• Experience with Wiki, LiveSupport, Listserv, and Mac/PC workstations.
• Experience performing quality assurance tasks in a help desk or call center environment.
• Knowledge and experience in management of content management system for the web.
• U.S. citizenship/permanent residency.

It is the policy of SMARTHINKING to recruit, hire, promote and transfer individuals without discrimination on the basis of race, creed, religion, sex, age, national origin, and handicap, veteran, marital or other legally protected status.

For immediate and confidential consideration, please email a cover letter and resume with references to jobs@smarthinking.com. Please put "Customer Service Manager" in the subject heading and attach your documents in .doc, .docx, .rtf or .pdf format. An EOE.

Please contact SMARTHINKING Customer Support only if you are having difficulties submitting your application. Due to the large volume of applications we receive, SMARTHINKING Customer Support cannot provide any additional information such as application status, pay rate, or hiring manager contact information.