Manager, Customer Support

| Greater Boston Area
Ellevation is seeking a Manager for our Customer Support team to set a clear and scalable vision for our support model and to leverage data to identify and implement new strategies that ensure an excellent customer support experience. 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. 
Customer Support is a key part of the strong services reputation Ellevation has in the industry. This team directly supports all Ellevation users through assistance on tickets and via phone, video and screen-share calls. In every interaction, they strive to build users' confidence in our platform and implement long-term solutions that set partners up for success. Our support team continues to expand their responsibility and may grow to include data processing and troubleshooting, as well as configuration support throughout onboarding. 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 growth initiatives, we are looking for a Manager of Customer Support who has experience managing a support team that has implemented a tiered model and has leveraged multi-channel support. In this role, you will use your previous knowledge, experience, and passion for developing best-in-class customer service practices to implement new structures and processes here at Ellevation. You will hire and manage the highest level of talent, in addition to motivate, recognize, and provide career development opportunities for your team. Ultimately, you will have a direct impact on how we support our partners and empower their English learners to reach their highest aspirations. 

Responsibilities:

  • Implement new processes, procedures, and tools to more effectively meet our KPIs
  • Leverage data on a continuous basis to inform Product priorities and to recommend new processes that best support our partners
  • Lead, mentor, and support team members to grow and develop in their roles and careers
  • Manage day to day processes and act as the point of escalation both internally and externally
  • Prepare for and lead through our unique “Back-to-School Season” (August-October) and other high-usage periods when ticket volumes more than double, in a way that is impactful for partners, the ProS team and the business
  • Prepare for and lead through lower volume periods when Customer Support Specialists have a greater capacity to identify new tools and drive larger projects that ensure efficient and effective workflows
  • Collaborate with every team across the organization: Product Marketing, Revenue, Engineering, Product, and other Partner Success teams to ensure alignment, accuracy, and impact
  • Ensure scalable onboarding processes are in place and supported

About You:

  • Growth Mindset: You have at least 3 years of previous experience managing a support team that has tiered support and multi-channel (phone/chat/email) structures in place and are excited to implement that at Ellevation and scale-up our team. 
  • Strategic: You have experience coordinating strategic planning in collaboration with other teams to meet the wide variety of support needs from both internal and external stakeholders.
  • Strong Leader: You prioritize building diverse teams and understand the importance of advocating on behalf of Product Support Specialists and their workflows with other Ellevation teams. 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 using Excel and SQL or Python (a plus).
  • Data-driven: You understand the importance of and have experience identifying, monitoring and acting on key performance indicators to make data-driven decisions about team priorities and workflows.
  • 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 Learners (ELs). By combining great products, student data, and research on best practices, Ellevation helps school districts transform their EL programs and ensure all students can achieve their highest aspirations.
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 and growing 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
+ 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.
At Ellevation, we champion diversity. 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NET MVCLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • AureliaFrameworks
    • EntityFrameworks
    • ElasticsearchFrameworks
    • PostgreSQLDatabases
    • SQLDatabases
    • Google AnalyticsAnalytics
    • SplunkAnalytics
    • Insight SquaredAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • WistiaCRM
    • AskNicelyCRM

Location

Our office is in the trendy and easily accessible Downtown Boston area with plenty of restaurants, coffee shops, and bars nearby.

An Insider's view of Ellevation Education

What are some social events your company does?

We celebrate the end of each work week on Friday afternoons with a social gathering in the office. We play games and spend time getting to know each other. In addition, we have monthly company sponsored lunches and 2 company offsites per year when we fly our remote team to Boston for 2 days of team building exercises and social events.

Mayya

People Operations Manager

How do you collaborate with other teams in the company?

I collaborate with others in the company through our use of Slack, regular all-hands company meetings, inter-team meetings, and our office space. More specifically, our Slack portal has been designed to include many cross-functional channels such as product updates, territory-specific team channels and more.

Ben

Marketing Manager, Revenue Generation

What makes someone successful on your team?

Our success is built on two key elements-

Passion for our mission: We are passionate about helping our partners achieve great things with their students.

Listening and learning: With a wide range of partners, listening deeply helps us communicate with partners how our tools can meet their needs and provides a rich source of feedback for our team.

Ira

Instructional Consultant

How do you empower your team to be more creative?

"We regularly whiteboard ideas to solve technical and business challenges. Every team member has a chance to provide input on the proposed design & the design evolves during implementation or when the requirements change.
Vetting ideas with the team enables us to view a problem from different viewpoints & enables us to collaborate effectively."

Kinan

Engineering Lead

How would you describe the company’s work-life balance?

The work-life balance at Ellevation is great. We have just enough flexibility with our schedules and we [email protected](work at home) as needed.

Neelima

Sr. Software Engineer in Test

What are Ellevation Education Perks + Benefits

Ellevation Education Benefits Overview

Ellevation offers an extensive benefits package including medical, dental, vision, life insurance, long & short term disability, FSA, HSA, commuter benefits, 401(k) and more. Our team enjoys unlimited vacation days, flexible work hours and work from home options. We have sit-to-stand desks and standing stations around the office, a fully- stocked kitchen, board games, and a gym. Ellevation employees have started different team-bonding activities such as a Book Club, Running Club, Yoga, Baseball, etc. We have a Corporate Social Responsibility Program and a Diversity Affinity Group. In addition, we get to enjoy a Fun Friday social event every week, company-sponsored gatherings and team outings and two company-wide offsites per year.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Diversity and Inclusion Committee (DELL) Corporate Social Responsibility Committee (ECHO) Office Committee Wellness Committee
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ellevation's FSA helps employees to set aside pretax dollars to use for healthcare and childcare expenses. Up to $2000 (annually) for healthcare and $5000 for dependent care.
Disability Insurance
Short-Term: replaces 60% of pre-disability monthly earnings up to a max of $1000/week for up to 26 weeks. Long- Term: replaces 60% of pre-disability monthly earnings to a max of 7,500.
Dental Benefits
Ellevation's dental plan covers 100% of the cost of preventative care, including x-rays.
Vision Benefits
Ellevation's vision plan provides 100% coverage for annual eye exams. Frames and contacts are covered up to $130, prescription glasses are 40% off and non-prescription are 20% off.
Health Insurance Benefits
Ellevation's provides 5 insurance plans with Cigna to cover everyone's needs: High, Mid and Low PPP, EPO and an HSA where Ellevation matches up to $1000 (individual) or $2000 (family) contributions.
Life Insurance
Ellevation offers life insurance with flat $100,000 benefits. Voluntary Term Life Insurance is also available to all employees, their spouses, and children.
Onsite Gym
Ellevation provides employees with a free access to a state-of-the-art fitness center in the same building where our office is located.
Retirement & Stock Options Benefits
401(K) Matching
Ellevation's 401(k) retirement plan matches 3% of an employee's earnings.
Company Equity
Ellevation offers stock options to its employees.
Performance Bonus
Ellevation offers a bonus plan to employees for meeting annual performance targets.
Child Care & Parental Leave Benefits
Generous Parental Leave
Ellevation offers 8 weeks of paid parental leave for the birth, adoption or fostering of a child.
Flexible Work Schedule
Ellevation employees enjoy a flexible work schedule that allows them to take time when needed to attend to their personal needs and life demands.
Remote Work Program
Ellevation employees can work remotely as needed, pending their manager's discretion.
Family Medical Leave
Ellevation offers up to 12 weeks of unpaid, job-protected FMLA. Learn more here: https://ellevationeducation.com/sites/default/files/uploads/pdfs/4E_-_LOA_Section_%285%29.pdf
Adoption Assistance
8 weeks of paid leave and adopting parents receive a lump sum bonus of $5,000 to assist with expenses incurred in the adoption process.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Ellevation doesn't limit the number of paid vacation days employees may take during a calendar year, provided that they use good judgment to ensure that business needs are met.
Generous PTO
Paid Volunteer Time
Ellevation provides the Boston team with opportunities to volunteer with local charitable organizations. Remote employees are encouraged to choose a place locally to volunteer 1 day per year.
Paid Holidays
Ellevation offers all employees paid time off to observe all major holidays and in addition, our offices are closed during the week between December 23rd and January 2nd.
Paid Sick Days
Ellevation employees are allowed to take up to 6 sick days per calendar year.
Perks & Discounts
Casual Dress
At Ellevation we allow our employee to dress as they feel most comfortable.
Commuter Benefits
Ellevation offers pre-tax commuter benefits to all employees.
Company Outings
Twice a year, we gather the entire company for a two- day offsite that culminates with a fun party. In addition, the different teams in the company have their own outings, retreats, and social events
Game Room
Stocked Kitchen
Ellevation has a fully stocked kitchen including unlimited snacks, fresh fruit, coffee, tea and a BEVI machine.
Some Meals Provided
Ellevation provides company-sponsored lunched around holidays and special events.
Happy Hours
At Ellevation we host weekly Fun Fridays at our Boston office. In addition, our remote employees have started a remote happy hour.
Recreational Clubs
Ellevation sponsors sports leagues as requested by employees.
Professional Development Benefits
Job Training & Conferences
At Ellevation, we have a budget for professional development opportunities and conferences for our employees. In addition, Ellevation offers professional training for new managers and leaders.
Diversity Program
We are committed to creating a diverse and inclusive workplace through cultural awareness and competency training, team-building exercises and the encouragement of on-going dialogues with employees.
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
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