Manager of Education Support

| Greater Denver Area | Remote
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We are thrilled to announce Handshake’s $200M Series F funding round. At Handshake, we believe that a career opportunity shouldn’t be determined by who you know or what you’ve done. It’s about what you can - and will - do. Your future, not your past. Our Series F fundraise and new valuation of $3.5B will fuel our next phase of growth and propel our mission to help more people start, restart, and jumpstart their careers.

Handshake is the #1 place to launch a career with no connections, experience, or luck required. Handshake’s community includes 20 million students and young alumni around the world from 1,400 educational institutions, including four-year colleges, community colleges, boot camps, and 290+ minority-serving institutions. The platform connects up-and-coming talent with 650,000+ employers - from Fortune 500 companies like Google, Nike, and Target to thousands of public school districts, healthcare systems, nonprofits, and even sports teams like the LA Dodgers. Handshake is headquartered in San Francisco with offices in Denver, New York, and London and teammates working globally.

Everyone is welcome at Handshake. We know diverse teams build better products and we are committed to creating an inclusive culture built on a foundation of respect for all individuals. We strongly encourage candidates from non-traditional backgrounds, historically marginalized or underrepresented groups to apply. 

If you are not sure that you’re 100% qualified, but up for the challenge – we want you to apply. We believe skills are transferable and passion for our mission goes a long way.

Your Impact

Handshake is looking to bring on a Manager for the Support Education team to lead and grow a team of full-time Support Specialists that assist our Education partners. You’ll play a key role in building scalable solutions and processes while nurturing a fun, collaborative, inclusive culture. You’ll report to and work closely with the Head of Support, EDU and cross-functionally collaborate with Support Leadership, Product, Engineering, and Finance/BizOps teams to improve operations, efficiency and quality; reduce support volume and first response times; and contribute to an overall seamless user experience. A primary focus of your role will include refining the skill of managing both up and down--supporting your team and your manager--while contributing to mindful decisions that account for impact to our users, team and the business. Additionally, you’ll collaborate on and execute EDU Support training and enablement programs for full-time Support staff as well as other company staff. Ultimately, you’ll play a pivotal role in building a diverse, hardworking team that loves contributing to our mission and pushes themselves to go above and beyond to provide exceptional external partner experiences--advocating for and enabling user success with our platform--while acting as an effective internal partner to fellow Global Support teams and the company as a whole. 

Your Role

  • Assist in hiring, training, motivating, coaching, and empowering a hardworking, diverse team of EDU Support Specialists

  • Contribute to managing Support training, onboarding, and enablement programs

  • Drive improvements in efficiency, quality, response times and customer satisfaction within your team and across the entire customer support organization

  • Influence the direction of Handshake by partnering with the Head of Support, EDU on managing and participating in cross-functional projects with Support Leadership, Product, Engineering, and Finance/BizOps

  • Utilize internal tools to manage issues between Support, Marketing, Product, Engineering, Customer Success, & other internal teams

  • Identify and lead efforts to scale EDU Support resources such as our Help Center, internal documentation, training, and community programs

What We’re Looking For

  • At least 2+ year working in a management position, ideally with an Enterprise SaaS Customer Support team at a fast-paced tech company

  • Recruiting and Hiring: Ability to develop job descriptions, application and interview protocols, rubrics, align team on vetting, sourcing candidates and creating a world-class, inclusive candidate experience. 

  • Onboarding and Training: Ability to identify onboarding, training, and enablement needs, create materials, assess learning, and iterate accordingly

  • Leadership Experience and Presence: Actively coach and develop relationships and tools to drive a diverse, high performing, engaged team. Confident, mature, and displays authority within a team, across teams, and with vendors or business partners

  • Exceptionally Results Oriented: Analytical, methodical approach to identifying challenges and measuring impact and strong ownership in tracking metrics and outcomes

  • Ability to Think Systematically: Identify and build infrastructure, processes, and tools to drive efficiency and streamlined operations

  • Entrepreneurial and Consultative: You’re a Do-er, have a strong work ethic, and a bias for action. You’ll do whatever it takes to meet customer needs.

  • Passion for the Problem: Helping launch careers and grow companies by making the best matches between companies and new graduates

  • Empathy and Humility: Exceptional EQ with a strong sense of empathy and self-awareness that shines through actions and communication with directs, peers, leadership, customers, and partners. Eager to give and receive feedback and consistently demonstrate a growth mindset

  • Communication: Excellent verbal and written communication skills with a clear ability to communicate complex topics with simple language to a diverse audience

  • High Attention to Detail: Ability to troubleshoot with limited information to determine a clear plan of action

  • Experience with Support/Tech Tools: Previous experience using Zendesk, Jira or other SaaS support tools--preferably well-versed. Technical background is a plus!

  • Travel: Willingness to potentially travel to SF and/or Denver to collaborate with Support, Finance/BizOps, Employer Premium Partnerships, Success, Product, and Engineering teams

  • Bonus: Knowledge of how online recruiting technology works, and the ability to explain it in ordinary terms

Role Expectations and Outcomes

  • Team performance: Actively coaches and develops specialists to meet performance goals via consistent 1:1s, including:

    • 100% SLAs (24 hr response time on 1st touch)

    • 95% Team CSAT

    • 80%+ QA score on accurate responses, handling and communication

    • 20 weighted solves per day (20 EDU tickets with ability to flex into other queues as needed) or strive to clear the EDU queue each business day

  • Oversees new team member onboarding and continued training 

  • Assists specialists in developing short- and long-term career goals, identifying and enabling opportunities to support this growth 

  • Able to navigate difficult conversations with grace, fluidly adjusting to your audience’s communication styles, needs, backgrounds, morale, motivation levels, etc.

  • Queue Monitoring: Continually keeps a pulse on the EDU queue to ensure SLAs are met, rallying the team when necessary

  • Hosts regular team meetings to promote group learning/sharing, community and fun!

  • Consistently participates and offers a thoughtful point of view in all team meetings and communication channels, asking questions and providing input to help empower the team and our customers

  • Takes initiative to learn updates, changes, or context and creates training materials and conducts training for team

  • Proactively develops and updates SOPs, trains team, and moderates for consistency

  • Completes projects, deliverables, and tasks on time and proactively communicates any changes to both your manager and stakeholders.

  • Self-driven to identify areas for strategic and operational improvement, works with direct manager to develop projects and executes them effectively.

  • Exhibits an exemplary executive presence, appropriately managing emotions and maintaining composure in team meetings, events, and any other work settings

  • Proactively communicates progress, plans, problems, and changes. Closes loops on Slack or email threads.

  • Be available and responsive during business hours (8 hours/day) for internal and external phone calls, meetings, and daily team or company communication (including Slack, Zoom Video Calls, Email, Phone) in designated time zone

Compensation Range

$81,283 - $125,762

Benefits:At Handshake, we'll give you the tools to feel healthy, happy and secure.

Benefits below apply to employees in full-time positions.

  • Stock: Ownership in a fast-growing company.
  • 401k: We care about your ability to save for your future.
  • Hub-based Remote Work: Handshakers can enjoy the flexibility of remote work, whilst ensuring collaboration and team experiences in a shared space remains possible.
  • Time Off: Flexible vacation policy to encourage people to get out and see the world.
  • Healthcare: World-class medical, dental, and vision policies including LGTBQ+ Coverage.
  • Family Focus: Parental leave and flexibility for families.
  • Mental Health Assistance: You’ve got a lot on your mind, which can lead to less attention on your mental health. We’re here to help and support you every step of the way.
  • Financial Management with Origin: We provide you with a professional financial planner via so that you can gain a better understanding of making the most of your compensation, equity, benefits, 401k and perks.
  • Goodies: Whatever hardware and software you need to get the job done.
  • Team Fun: Regularly scheduled virtual events, happy hours, and book clubs! Once it’s safe, we’ll provide meaningful connection points throughout the year for Handshakers to build community and meet teammates in-person.
  • Learning: Learning & Development opportunities and an annual $2,000 stipend for you to grow your skills and career.
  • Great team: Working with fun, hardworking, nice people who are committed to making a difference!
  • ...And much more! Explore our comprehensive benefits at joinhandshake.com/careers.

 Interested in what Handshake’s San Francisco HQ is like when we’re together? Check out this video:  Just browsing or not ready to apply? Keep in touch with us!

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Location

1200 17th St., Denver, CO 80211

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