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Customer Support Associate

ManageBac is the leading curriculum first, software as a service, learning platform for International Education, including the full IB curriculum. We are looking for a Support Associate to join the team in our Chicago office. You will be in charge of supporting our base of over 2,500 schools in 120 countries as a Support Associate for ManageBac.

http://managebac.com/

http://help.managebac.com/

 

What you’ll learn in the first 30–45 days

  • Product knowledge, the hows and whys of using ManageBac
  • The nuts and bolts of ManageBac as a SaaS business
  • The role of support as sales and why good customer experiences matter
  • The context and workflows of international schools and how to best support them

 

Key responsibilities

  • Running telephone and e-mail support operations, responding to support tickets from teachers & school admins
  • Provide one to one online trainings on account set up, or how to best use a specific feature. You will occasionally need to travel for an onsite training within the Americas region.
  • Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
  • Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
  • Providing Quality Assurance (QA) testing for new feature deploys
  • Devising ways to improve our help and support materials

 

A Normal Week

Over the course of a normal week, you would have:

  • Responded to 150–300 support emails
  • Talked with 20–30 schools by phone
  • Setup 5–10 school accounts
  • Conducted 5–10 online trainings
  • Updated 1–2 help tutorials
  • Relayed several bugs or feature requests as a result of feedback from schools

 

Career Path

Various career paths are open to you, depending on skill level and interest:

  • Advanced customer support: Organizing next-level customer success through new documentation, training programmes, and events
  • Sales & marketing: Organizing marketing campaigns and taking responsibility for incremental sales growth
  • New Products: Moving vertically to support the launch of new products
  • Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility

Does this describe you?

  • High-energy and outgoing
  • Fast learner
  • Excellent English verbal and written communication skills
  • Detail orientated, follows things through to completion, dependable
  • Clear and engaging presentation skills
  • 1 - 2 years experience in customer support or account management
  • Other languages, including Spanish, useful but not required
  • Full driving license

 

Anticipate 20-30% travel, though it may be more or less depending on personal preference.

Benefits

  • $3,500~4,500 USD per month, depending on experience
  • Monthly Health & Wellness allowance
  • Professional development budget

Please note: Due to a high volume of applicants, only shortlisted candidates will be contacted.

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