Director, Customer Support

Location: Fully Remote in the USA

As the Learning A-Z Director of Customer Support, you will have the exciting opportunity of redefining how we deliver world-class support to our customers. Your primary responsibility is to lead our team through change and support continued growth with our processes, procedures, and strategies. You will enable us to keep our costs affordable for our educators by providing an efficient, effective and empathetic experience to all of our educators via chat support, AI, improving knowledge base content, constantly iterating our bot capabilities, training our team, and maximizing the use of Intercom. You will report to the VP of Operations.

Leading highly passionate, professional customer support specialists, this role requires high-level communication skills, leadership skills, and the ability to analyze, troubleshoot, and resolve complex technical issues. You will set the tone of how our team interacts with our clients on a daily basis, become a resident expert on all facets of our platform and the broader edtech industry, and work cross-functionally with Marketing, Sales, Customer Success, Professional Services, and Engineering to ensure that our customers have an optimal experience with our products.

The role also requires a business-oriented mindset that recognizes that we serve an ever-changing market and will stay informed on trends that affect the delivery of support at scale and in the Edtech sector. You will contribute to LAZ’s overall strategy collaboratively with the other members of our leadership team.

Job Responsibilities:

  • Run a chat-based Customer Support Organization.
  • Cultivate a high energy, collaborative and customer-first team culture centered around delivering an efficient, effective and empathetic experience for all customers.
  • Seek ways to increase self-service customer support for faster and more efficient for educators.
  • Improve our knowledge base and its delivery to our clients.
  • Improve individual and team efficiency.
  • Act as a liaison to the greater leadership team.
  • Responsible for executing and regularly updating the relevant parts of the Customer Journey and respective playbooks and evaluating key customer touchpoints throughout the journey in Support.
  • Develops and improves productivity and performance reporting on team performance, individual performance, monthly department performance overall enabling us to keep our product costs as low as possible for our customers.
  • Drive operational quarterly and annual planning with Key LAZ Stakeholders to optimize cross-functional planning, communication and resource management.
  • Partner across marketing, sales, product, engineering, and professional learning services teams to establish a cohesive team approach, process and product efficiencies.

Job Requirements:

  • Minimum 5 years of direct management experience running a chat-focused support organization.
  • Bachelor’s degree preferred.
  • Demonstrates a proven understanding of Intercom, AI, call deflection, bot development, and knowledge base growth.
  • Empathetic manager who demonstrates LAZ values of being hungry, humble, and smart.
  • Proven effectiveness in training and managing teams in a customer support function.
  • Experience with executing strategy around capacity planning, cost analysis, KPI utilization, and problem prioritization.
  • Experience successfully implementing data-driven strategy to improve support productivity, customer sentiment, and net revenue retention.
  • Experience with and ability to communicate across all levels of an organization, excellent written and verbal communication skills, especially to an executive audience.
  • Excellent organizational skills with a high attention to detail coupled with an ability to think strategically.
  • Comfortable navigating and mediating conflict.
  • Innovative leader and lifelong learner who keeps abreast of operational best practices and supporting technologies.
  • Outstanding communication and customer management skills
  • Demonstrated analytical and problem solving skills.
  • Experience collaborating with cross-functional teams. (e.g., Sales, Professional Learning Services, Engineering, Support)
  • Proficiency in Business Process Automation.
  • Knowledge of SalesForce CRM, Intercom, Gainsight, Tableau, Snowflake, and other relevant systems.

Why Work With Us?

When you work with Learning A-Z, you’ll be helping students across the globe develop the comprehension, curiosity, and continued joy of learning they need to succeed in today’s world.

We’ve been awarded numerous accolades from a wide variety of edtech organizations. Our flagship products Reading A-Z, Raz-Kids, and Raz-Plus are beloved by teachers and students alike, and are currently used by approximately 1/5 of public students in the United States.