Team Leadership and Development

• Lead, coach, and motivate a team of client service representatives to deliver high-quality support and achieve performance targets.
• Provide ongoing training, guidance, and feedback to enhance team members' skills and capabilities.
• Foster a positive and inclusive team culture that promotes collaboration, accountability, and continuous improvement.
• Build and maintain an efficient, cohesive team that works well together to achieve department goals.

Client Support Operations

• Develop and implement client service policies, procedures, and standards to ensure consistent and efficient service delivery.
• Oversee day-to-day operations of the client service department, including managing ticket queues, prioritizing tasks, and resolving escalated issues.
• Monitor key performance metrics, analyze data trends, and identify opportunities for process optimization and service improvement.
• Oversee faculty team to ensure proper coordination and scheduling of courses.

Client Experience Enhancement

• Champion a client-centric approach and advocate for the voice of the client throughout the organization.
• Collaborate cross-functionally with product, marketing, and technical teams to address client feedback, resolve issues, and drive product enhancements.
• Proactively identify and address potential client pain points or service gaps to enhance overall client satisfaction and loyalty.

Quality Assurance and Performance Management

• Conduct regular quality assurance reviews and audits of client interactions to ensure adherence to service standards and compliance requirements.
• Track individual and team performance metrics, provide performance feedback, and implement performance improvement plans as needed.
• Continuously monitor client feedback channels, such as surveys and reviews, and take proactive measures to address client concerns and drive service excellence.

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• Bachelor's degree in business administration, communications, or a related field (or equivalent work experience).
• Proven experience (3+ years) in a client service management role, preferably in the education or technology industry.
• Strong leadership and people management skills.
• Excellent communication, interpersonal, and conflict resolution skills.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Familiarity with client service software platforms (e.g., Zendesk, Freshdesk) and proficiency in Microsoft Office Suite.
• Passion for education and a commitment to delivering exceptional client experiences.
• Demonstrated ability to build and nurture efficient, high-performing teams and foster a positive team culture.

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RESULTS

• Maintain or increase client satisfaction KPI (currently: 8.9/10).
• Create, record, and consolidate metrics that matter for the team.
• Ascension opportunities are identified, and there is a process for offering ascensions.
• The CS team is cohesive, collaborative, proactive, and client-focused.
• The CS team has created a reputation for high quality, efficient service that matches or exceeds the overall client experience.
• Clients move through the program and are able to obtain work in the cybersecurity industry.
• Training cadence for the CS team is established and is being followed.
• All processes are thoroughly documented and in a shared location for the team to reference as needed.

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IMPORTANT DETAILS

• Location: Remote / US
• Working Environment: Full-time
• Travel: very infrequent

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