Director Of Customer Service Category Location Annapolis, Md

FosterThomas

Annapolis, MD, US
Base: $85,000 - $95,000; bonus/equity: not specifi...
On-site
Manage customer support team
Evaluate and improve processes
Set team performance standards
Manages the day-to-day operations of the Customer Support team to continually evaluate and improve learners’ and members’ access to high quality educational offerings

Job Summary

  • Manages the day-to-day operations of the Customer Support team to continually evaluate and improve learners’ and members’ access to high quality educational offerings.
  • The role requires exemplary project management and organization skills, with analytical skills imperative for monitoring and evaluating learner and member participation.
  • The salary range for this position is $85,000 to $95,000, with a comprehensive benefits package including health, 401(k), and paid time off.

Matching Summary

Manages the day-to-day operations of the Customer Support team to continually evaluate and improve learners’ and members’ access to high quality educational offerings.

Salary

Base: $85,000 - $95,000; Bonus/Equity: Not specified; Benefits: Health, dental, vision, 401(k), paid vacation, sick time, professional development, EAP

Skills & Requirements

Must-have

  • Manage Customer Support Team
  • Evaluate and improve processes
  • Set team performance standards
  • Analyze metrics and solicit feedback
  • Oversee registration and support
  • Process Ecommerce Orders
  • Troubleshoot phone system issues
  • Communicate client needs internally
  • Work with IT on CRM system
  • Database management and entry
  • Analyze metrics and run reports

Nice-to-have

  • Positive and energetic problem-solver
  • Collaborative and flexible team player
  • Committed to constant learning
  • Demonstrates initiative and innovation
  • Ability to multi-task and meet deadlines

Key Requirements

  • 5+ years managing teams
  • 5+ years customer service experience
  • Bachelor's degree or relevant work experience + High School diploma
  • Excellent oral and written communication skills
  • Strong project management skills
  • Keen diligence and organization skills
  • Superior technical skills (Salesforce, Microsoft Office Suite)
  • Ability to manage multiple projects
  • Ability to travel to conferences
  • Unrestricted ability to work in the United States

Work Rights

Unrestricted ability to work in the United States

Tailored Resume

Cover Letter