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Customer Support Operations Manager
Posted on 6/10/2022
INACTIVE
Locations
Pittsburgh, PA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
PowerPoint/Keynote/Slides
Word/Pages/Docs
Excel/Numbers/Sheets
Zendesk
Requirements
  • Strong interpersonal and problem solving skills
  • Excellent attention to detail and organizational skills
  • Highly professional written and spoken communication skills
  • Strong process management skills
  • Engaging people leadership skills
  • A passion for making education accessible to all
  • 2+ years of customer support team management or lead experience
  • A bachelor's degree or higher
  • Experience with CRM tools (i.e. Zendesk), including automations and reporting
  • Familiarity with G Suite products, particularly Google Sheets, Google Docs, and Google Slides
  • Ability to work full-time from or relocate to Pittsburgh, PA
  • Experience leading large, remote contractor teams
  • Experience serving international customer bases
  • Proficiency in Spanish, Mandarin, or an Indian language
Responsibilities
  • Monitor metrics to measure overall Customer Support team performance
  • Assist with hiring processes for our Customer Support team
  • Handle onboarding tasks for our Customer Support team
  • Maintain Customer Support agent schedules to ensure sufficient live chat and email coverage
  • Build and craft troubleshooting communication for our test takers
  • Manage execution and success of training programs for our Customer Support team
  • Document Customer Support policies and processes
  • Lead quality assurance program to optimize Customer Support team efficacy and efficiency
  • Track user trends and feedback
  • Work cross-functionally with other teams to report and resolve critical issues
  • Assist with special projects and have opportunities to assume increased responsibility
  • Be willing and able to be on call on a rotating basis in the evenings, on weekends, and on holidays
Duolingo

201-500 employees

Language education platform
Company Overview
Duolingo’s mission is to make education accessible and fun. The company offers a language-learning website and mobile app.
Benefits
  • Medical, dental, and vision for employees as well as eligible partners and dependents
  • Mental health benefits such as therapy sessions and coaching to support you to be your best self
  • Fertility benefits to support your family planning journey
  • Fully paid parental and adoption leave
  • Fully paid subscription to Care.com and paid backup days for dependents and your fur family
  • 401(k) with generous match and immediate vesting
  • 20 days of PTO, with two additional weeks off for winter break
  • Yearly professional development stipend
  • Transportation reimbursement for however you get to work
  • Lunch prepared daily by our in-house chefs
  • Annual international retreat for all full-time employees
  • On-site gym and massages
  • On-site game/break room
Company Core Values
  • Make learning fun
  • Universally accessible personalized education
  • Give the product away for free