Customer Support Manager at Clever
San Francisco, CA, US

Clever is the fastest-growing product in K-12 education, depended by over 450 software companies and over half of America's schools. These organizations rely on Clever to put the best software in the hands of over 20 million students every day. Clever's job is to make this task incredibly simple, despite the complex legacies of the school system.

As a manager of the Customer Solutions team reporting to the Head of Support, you’ll partner with peer managers to give and receive candid feedback, empower your team to solve problems, oversee team schedules and responsibilities, iterate on processes to maximize efficiency, resolve escalated issues, and ensure exceptional support for our customers. You’re excited about helping your team build new skills and grow their impact at Clever. You’ll help build the next generation of Clever Support and develop your team to exceed their goals.

You will  

Lead a team of 10+ technical support specialists in San Francisco, CA

Hire additional team support specialists as needed 

Coach, mentor, and guide team members in delivering world-class customer support

Empower your team to effectively troubleshoot and resolve issues for our customers

Be accountable for key team success metrics

Identify key trends and customer issues, and recommend improvements to improve the customer experience. 

Nurture a strong and motivating team culture, and develop strong working relationships with leaders across our San Francisco and Durham, NC offices  

Develop your team, helping them grow their impact at Clever and promoting their career growth 

Work cross-functionally with a variety of teams in the organization

Participate in customer meetings to resolve escalations when necessary to strengthen customer relationships 

Requirements 

You’re a great communicator, awesome at delivering and receiving candid feedback

You’re a strong teacher and coach, who achieves success by developing and motivating others

You understand Clever’s customers and have a record of delivering exceptional customer service

You’re results-oriented and know how to prioritize to maximize team impact

You like building structures for scale, creating and iterating processes to accelerate the efficiency of your team 

You can learn technical concepts quickly and teach others 

What Clever offers:

A chance to revolutionize the way schools use technology

Competitive salary and significant equity in well-funded, high-growth company

Catered lunch, daily

Generous vacation and holidays

Top-notch healthcare, vision, & dental coverage.

Unlimited Amazon.com credits for learning

An incredible team of fun, bright coworkers.