Customer Support Manager - Remote Position

Membean, Work remotely

Job Level

Mid-level position

Post Date

10/17/2019

Job Category

Manager / Supervisor

Sector

Corporate

Job Status

Areas of Responsibility

Customer support

Did a teacher go the extra mile for you? It’s time to return the favor!

We teach English vocabulary. We teach it better than anyone else in the world. It’s our raison d’être. Capiche?

Our customers are teachers; you may know them—they are the same ones that stayed up late grading your work, the ones who always added a personal note encouraging you to do better. They'd greet you with a smile every day, no matter what was going on in their personal lives. Can you make their day a little easier when they write to us for help?

We pride ourselves on unsurpassed customer service. Always have . . . and always will.

You know the value of customer experience. You've done it before and cannot get enough! You care. You are empathetic. You are precise. You can make quick, competent decisions and move on. You are fierce in the defense of customers. You always seek to establish human rapport, with co-workers and customers alike.

You relish being a leader. You’ve managed people before. You know when to lead from the front and when to step back and coach. You believe that management is like a muscle – it atrophies without regular effort.

We expect enough tech literacy to use online tools to get the job done. You know that a browser and an OS are different and a cookie is not just something you eat! Taking a screenshot? NP. Creating a GIF? You can do it! Whipping up a quick “how to” video? You can do it in your sleep. Know some Excel? Wonderful!

You are a competent writer. You can write support articles in simple, succinct, transparent language. You don't make grammar mistakes because you know that the teachers with whom you communicate know the difference between its/it’s and there/their/they’re. You can be personal in a quick note without being personal. ‘Nuff said.

We interact with our customers mostly via writing but sometimes it’s more effective with a phone call. Here's what you'll find yourself doing on any given day:

1. Assuring a worried teacher: "Yes, we can easily recover an entire class that you accidentally deleted.”

2. Talking to a teacher so you can better understand why they requested a particular feature

3. Creating a short video or a support article that explains in succinct fashion (and with pretty pictures) an exciting, brand-new feature.

4. Jumping into a quick web conference with a group of teachers to resolve a tech issue.

5. Sending out gifts (provided!) to teachers just because you want to see them smile or just because you want to revel in rapport.

And like the Fellowship of the Ring, you are not alone. We'll support you every step of the way. You'll have access to anything you need to do your job well. You'll be surrounded with fun and friendly co-workers, each one determined to build a nonpareil product that keeps our teachers smiling. You’ll have free healthcare, vacations, a stipend for books and education, birthdays off, and a slew of other perquisites. We want you to be happy to keep our customers happy.

Still reading? You’ve made it! We are looking for a full-time employee, either remote or local. We'd like to see a resume—what we'd like to see even more is a three-paragraph blurb on why this is the job for you. If you have a blog, video, and/or prior support resources you’ve created, please send them along as well to careers@membean.com.