Head – Customer Support

Job Description

About AssessPrep

At AssessPrep, we’re not just building software – we’re building the future of learning. Our mission is to empower K-12 schools worldwide with cutting-edge technology to make assessments more meaningful and improve learning outcomes.

AssessPrep is an all-in-one assessment platform that enables schools to create, deliver, and grade assessments digitally, saving teachers valuable time and allowing them to focus on what matters most: their students.

AssessPrep in Numbers:

– Trusted by 600+ international schools in 75+ countries
– Empowering 20,000+ teachers and 200,000+ students
– Facilitating over 1M student submissions annually
– 70%+ annual growth rate
– Annual churn
– 50,000+ trees saved

What You’ll Do: As our Customer Support Head, you’ll lead our support team in delivering exceptional service to our global user base, ensuring that schools, teachers, and students have a seamless experience with AssessPrep. Your responsibilities will include:

– Directly Manage and Support Customers: Take a hands-on approach in resolving customer inquiries, ensuring that each user receives top-tier support. While you’ll lead and mentor the support team, you’ll also actively handle escalated issues and complex cases, setting a high standard for customer care through your personal involvement.
– Develop Support Strategies: Design and implement support processes and strategies that enhance customer satisfaction and retention.
– Resolve Complex Issues: Act as the escalation point for complex technical issues, working closely with product and engineering teams to find solutions.
– Customer Onboarding and Training: Lead initiatives to onboard new schools, ensuring they are fully equipped to use AssessPrep effectively.
– Monitor Support Metrics: Track and analyze key support metrics, including response times, resolution rates, and customer satisfaction scores, to continually improve service quality.
– Enhance Self-Service Resources: Develop and maintain a comprehensive knowledge base, FAQs, and other self-service tools to empower users to resolve issues independently.
– Collaborate Across Teams: Work closely with product, sales, and marketing teams to provide feedback from customers and ensure a cohesive approach to customer success.

A Typical Week:

– Conduct a training session for the support team on handling new feature-related queries.
– Analyze support ticket data to identify common issues and propose solutions.
– Work with the product team to develop a solution for a recurring technical issue reported by multiple users.
– Lead a webinar for new users to walk them through the platform and answer their questions.
– Review and update the knowledge base to include information about the latest product updates.
– Participate in a strategy meeting with the marketing team to discuss ways to improve customer communication.

Grow With Us: At AssessPrep, we believe in investing in our team’s development. As our Customer Support Head, you’ll have opportunities to:

– Support Operations Director: Lead all support operations, including training, process improvement, and quality assurance.
– Product Support Lead: Collaborate closely with the product team to influence product design and development based on customer feedback.
– Global Support Manager: Oversee support efforts across different regions and ensure consistent service delivery worldwide.
– Customer Experience Director: Focus on enhancing the overall customer experience, from onboarding to long-term success.

What We’re Looking For:

– Leadership Experience: Proven experience leading and managing a customer support team, with a focus on delivering exceptional customer service.
– Support Strategy Expertise: Ability to design and implement support strategies that improve customer satisfaction and retention.
– Technical Proficiency: Strong understanding of software platforms, with the ability to troubleshoot and resolve complex technical issues.
– Passion for Education Technology: A genuine interest in the power of technology to transform education and a desire to contribute to our mission.
– Excellent Communication Skills: Ability to communicate complex technical information clearly and effectively to users of all levels.
– Data-Driven Approach: Comfort with analyzing support metrics and using data to drive decision-making.
– Collaborative Mindset: Experience working with cross-functional teams to ensure customer needs are met.
– Adaptability: Ability to thrive in a fast-paced environment and manage multiple priorities.

Benefits:

– Flexible working hours: Choose your own schedule.
– No micromanagement: We trust our team members to deliver results.
– Comprehensive health insurance (including family coverage).
– Monthly health and wellness allowance.
– Access to a learning budget for books, online courses, and more.

Ready to make a difference? Here’s the process:

– Apply via LinkedIn or send your resume to jobs@assessprep.com.
– We’ll review your application and assess its fit.
– If shortlisted, there will be 2-3 rounds of interviews, including written/communication tasks.
– We value everyone’s time and make it a point to communicate proactively at all stages of your application.

For any questions, feel free to reach out to jobs@assessprep.com.

Join us in making a difference in education. Apply today!