Customer Support Lead, Admissions

• $40.000 - $80.000
• fullTime
• Posted : 54 years ago

About Microverse

The role

Responsibilities

• The hands-on management of our Admissions support team (currently just one other person but will probably grow), including overseeing the quality and scalability of our support, defining our customer support KPIs, hiring and training the support team, handling escalated tickets, and setting up best practices for customer support and engagement.
• Improving the efficiency (scalability) and effectiveness of our support in a customer-centric way by expanding on our customer support articles, templated answers, and customer support automations (e.g., chatbots).
• Improving our ability to run analytics on our customer support, running weekly or bi-weekly analyses on our support center, and using data to improve processes and efficiencies around customer communication and information needs.
• Embodying the Voice of the Applicant for all of Microverse and advising/assisting the Microverse team with decisions on behalf of applicants. Beyond acting as a "first line of defense" to identify UX, UI, operational, and strategic issues, we also want you and your team to think of and propose systematic solutions to customer support (e.g., suggesting improvements to our Admissions platform that will proactively address customer concerns and questions).
• Owning the "proactive" (outbound) communication journey of our applicants and incoming students. You'll help create customized drip campaigns for applicants, plan webinars and Q&A sessions, and help other Admissions team members develop strong, applicant-centric communications.

• 2+ years of relevant experience in a leadership role managing a team, setting strategy, and overseeing customer support operations.
• Native or bilingual in English with excellent written and verbal communication skills
• Highly process-driven and can scale support in creative ways
• Experience setting up and using customer support tools (e.g., Intercom) and automations (e.g., automated tagging, managing chatbots, etc.)
• Strong attention to detail
• Have used data to improve processes and efficiencies around customer communication and information needs
• Resourceful and proactive at identifying problems and experimenting with solutions
• Promote and embody a culture of high-performance, continuous improvement and learning, and work-life harmony
• High empathy for working with individuals from different countries and cultures
• Consider yourself to be a global citizen and are passionate about making opportunities more equally distributed around the world

You ideally...

• Have previous experience working for a remote or distributed startup
• Have experience with Intercom or Zendesk
• Have experience creating outbound communication (e.g., announcements, designing support email campaigns) and have worked with messaging platforms, such as Customer.io
• Are based in Europe, Africa, South America, or the Eastern Time Zone of North America (for max. timezone overlap with the rest of the team)

Benefits

• Opportunity to join a fast-growing, mission-driven company and make a positive impact on thousands of people around the world
• Leading remote-first working culture
• International company retreats with our global team once every ~9 months
• Learning and development stipend for books, courses, and conferences
• Hardware & office set up stipend
• Unlimited PTO and 12 weeks fully-paid parental leave
• Work alongside our fully distributed team from 12+ different countries
• Our team believes in and embodies our core values:
  1. We are global citizens
  2. We are passionate about our mission
  3. We invest in people
  4. We are eager learners
  5. We are transparent
  6. We take ownership of our work
  7. We live a harmonious life

How to Apply

• Send us a short paragraph telling us why you think you are a great fit for this position and include the word "sunshine" to make sure that you read the entire job description. Applications without an introduction including the word "sunshine" will not be moved forward in the process.
• This position is a full-time remote position.

Hiring Process

• Due to the high number of applications we receive, we will only be able to get back to you if we decide to move forward with your application.
• If you pass the first screening, we will invite you to the second step of our hiring process where we use a tool called Hireflix to ask a few questions. We use this tool to promote asynchronous communication and to achieve a more objective initial screening - both of which are very important in our remote environment.
• Following steps: Interview with the hiring manager, short take-home assignment**,** general and cultural fit interview with a team member, and finally, a cultural fit interview with our CEO.

Salary & Compensation