Ellevation is seeking a Manager for our Product Support team to take our support team to the next level! Ellevation’s support team is responsible for inbound support tickets from users of Ellevation’s data-driven software, which is specifically designed for ELL educators and the English Learners they serve. 

Product Support is a key part of the strong services reputation Ellevation has in the industry. This team works directly with all Ellevation users to ensure they feel supported in the issues they write in about and build their confidence in their ability to use Ellevation in their school districts. Our product support team is currently growing from 5 support specialists up to 8. We are looking for a manager to build a strong team, create leadership opportunities within the team, and evaluate and facilitate a strong team culture. This will include evaluating current team workflows and implementing new structures and roles, such as regionalized support. Averaging over 95% partner satisfaction, our team is strong, fast-paced, and eager to grow with Ellevation as we continue to partner with additional school districts across the country. 

With Ellevation’s values at the core of how we work, and with our focus on retention and gross margin, we are looking for a Manager of Product Support who can effectively lead change management, has a proven ability to bring teams together, coach individuals in their professional development, and retain staff. In this role, you will be building and motivating a mostly remote team while making incremental improvements to processes. You will hire and manage the highest level of talent and motivate, reward, and provide career development opportunities for your team. Lastly, you will have a direct impact on supporting English learners reach their highest aspirations. 

In 1 month, you will:

• Onboard; begin to become an in-house expert on the Ellevation product and our customers
• Manage day to day of the team and begin to coach, mentor and develop a team of Support Specialists achieving the high performance outcome and connection towards company expectations, personal performance goals and activities. 
• Begin to assess current processes and structures as you build recommendation for tiering and possibility for multi-channel support
• Collaborate with teams across the organization: Product Marketing, Revenue, Product, and other Partner Success teams to ensure alignment, accuracy, and impact
• Attend cross functional meetings to insure critical information is transferred both into and out of the team
• Ramp on our hiring practices and begin taking on ownership of the hiring process

In 3 months, you will:

• Establish practices that effectively bring team together and develop a strong team culture
• In collaboration with VP, Partner Success and other leaders across the company: 
• Define KPIs to measure the effectiveness/impact 
• Develop and assess the need for chat and phone support, what it would take to support these new channels and what options we have
• Prepare for our unique “Back-to-School Season” (August-October), where ticket volumes more than double, in a way that is impactful for partners, the ProS team and the business.
• Hire additional team members

In 6 months, you will:

• Own Key Performance Indicators for assigned processes. Leads and participates in continuous improvement programs. 
• Provide advanced level support on complex and aging customer issues; leads customer escalations. respond to users with a high degree of professionalism and accuracy

In 12 months, you will:

• Leverage data and insight to inform enhancements in implementation, product ed materials, and the product. Surface and share data to inform implementation and product
• Have led a team through a successful “back to school” season with enhanced structures and process 

Responsibilities:

• Recruit and onboard high calibre Product Support Specialists
• Lead team-building and collaboration initiatives to keep the team motivated and engaged.
• Find ways to encourage collaboration and engagement across a mostly remote team of support specialists.
• Guide, mentor, and support team members to grow and develop in their roles and careers
• Leverage data on a continuous basis to inform Product priorities and enhancements to Customer Success
• Implement new process, procedures, and tools to more effectively meet our KPIs
• Manage day to day processes and act as point of escalation both internally and externally
• Prepare for and lead through our unique “Back-to-School Season” (August-October), where ticket volumes more than double, in a way that is impactful for partners, the ProS team and the business
• Collaborate with teams across the organization: Product Marketing, Revenue, Product, and other Partner Success teams to ensure alignment, accuracy, and impact

About You:

• Growth Mindset: You have at least 3 years previous experience managing a high-performing, collaborative support team with customers across the U.S., ideally in a B2B Saas environment. You are excited to implement best practices at Ellevation and scale-up our team. 
• Strong Leader: You prioritize building diverse, high-performing teams and are passionate about building and mentoring/coaching young professionals. You identify with our values of Continuous Learning, Impact, Inclusion, Long-Term Vision, Partnership, and People. 
• Tech Savvy: You have experience leading a technical team and proficiency in SQL or Python (a plus) 
• Customer Centric: You enjoy customer contact and can deliver exceptional customer service. You’re familiar with best practices in customer service in a SaaS environment including: how-to, login, bugs, ongoing data, configuration, and more. Prior experience with ticketing systems like ZenDesk and the Atlassian suite of products (Jira, Confluence) a plus.
• Self-Starter: You thrive in a fast-paced environment where you can use innovation, sense of urgency, and data to inform decisions for the Partner Support team, Partner Success Organization, and others across the company. 
• Problem Solver: You develop partnerships with internal department heads to enable your team to have the tools and training necessary to provide optimal service, complying with client SLA’s. 

About Us:

At Ellevation, we develop world-class software to help school districts and educators support the fastest growing population of K-12 students: English Language Learners (ELLs). Ellevation helps school districts transform their EL programs and ensure all students can achieve their highest aspirations with a best-in-class data and instructional planning platform, resources to build teacher capacity, and student-facing programs to teach academic language.

We are a fast-growing, mission-driven technology company, partnering with over 800 public school districts all across the country. We are well-capitalized, have a strong team, and are continuously focused on how to build the best organization so that we can achieve our ambitious social and financial objectives.

Why Ellevation?

In addition to our great benefit plans and competitive salaries, here are some other perks that make us unique:

+ Great location in Boston - a stone’s throw from the Chauncy Street/Downtown Crossing T stop (We are currently working 100% remotely due to COVID-19)

+ Ability to make a significant impact in the education industry

+ Fun Fridays including virtual happy hours with our remote team

+ Free snacks, beverages, fruit, and we even compost!

+ On-site gym, game room and darts to support all levels of athleticism

+ Opportunity to join an open and collaborative work environment!

Learn more about our team in our Culture Deck.

Here at Ellevation, we champion diversity, inclusion, equity, and belonging. We strive to build a team that reflects the diverse communities we serve. We’re an equal opportunity employer, committed to creating an inclusive workplace that promotes and values a range of ideas and opinions. We embrace all types of differences in the development of our organization. We are proud to have been recognized in prior years as “Best Tech Workplace for Diversity” from the Timmy Awards for investing in trainings around inclusive behaviors, microaggressions, unconscious bias, and fostering a culture of sharing educational resources across the company. We are encouraged by our progress, but there’s more work to be done.