About Minerva Project
Minerva is a leading educational innovator and global provider of top-tier higher educational offerings, which unify rigorous active learning methodology with advanced information technology. Its stated mission, to nurture critical wisdom for the sake of the world, guides a student-centric philosophy and an intentional approach to design, development, and implementation of all Minerva offerings. Minerva students are taught to devise innovative solutions to complex problems, use critical and analytical thinking to make informed decisions, work collaboratively, communicate effectively, and to be engaged, responsible, and ethical global citizens. The Minerva Schools at KGI were established in 2013 by KGI – Keck Graduate Institute – a WASC (WASC Senior College and University Commission) accredited institution – in alliance with Minerva Project.
About the Program Success Team
The Program Success team is dedicated to providing positive, productive, and meaningful experiences for all of Minerva’s partners. Serving as the voice of Minerva for the partner and as the partner voice within the company, the Program Success team informs and guides all internal conversations about the partnership and collaborates closely with partner stakeholders to fulfill each program’s needs. The goal of providing a stellar partner experience drives all team initiatives, including delivery of an efficient onboarding process, effective launch of a program, stellar customer support, and growth of the partnership over time through strategic conversations.
As Customer Support Manager, you will oversee a team of students and contractors to provide outstanding customer support to users at Minerva Schools at KGI and our partner institutions. The Customer Support Manager is responsible for overseeing the work of customer support agents, defining more rigorous processes with the aim of improving our support offerings to partners, and using data analysis to provide proactive customer support and recommend product changes that could increase user satisfaction in the long-term.
This is a highly technical role. Successful Customer Support Managers are adept at quickly learning new technology, at teaching others to use a platform or service effectively, and are comfortable around spreadsheets and data.
Finally, as a member of the Program Success team, the Customer Success Manager is expected to maintain a high degree of professionalism at all times, modeling and promoting a culture around this for the team and others at Minerva, as well as exhibiting this in all interactions with users with the aim of strengthening our partnerships and customer relations.
- Provide high-quality support: Serve as the front-line support agent to high priority partners in the event of escalations or widespread technical issues, modeling excellent service for the company and the rest of the Customer Support team. Follow up with users after incidents.
- Oversee customer support agents: Co-manage a team of approximately 27 agents who provide front line chat support for all class times (roughly 24 hours/day for 5-6 days/week). Our customer support workforce is globally distributed and mostly remote.
- Develop and improve customer support processes: Build, document, and implement processes that increase the efficiency and efficacy of all aspects of customer support.
- Channel feedback to internal stakeholders: Share input from customer support operations to the rest of the organization, including the Product and Academic teams, toward the goal of meeting all partner needs in a timely manner. Providing to the Engineering team detailed instructions for reproducing bugs.
- Analyze customer support data: Review and analyze data in order to share actionable metrics and readouts to the Program Success and Product teams.
Skills & Personal Characteristics
- A positive, can-do attitude; Do whatever it takes to ensure partner success
- Strong project management and organizational skills
- Managerial experience of remote employees
- Ability to understand both the details of a problem and how this translates to strategic decisions
- Eager to identify problems and implement novel solutions
- Independent problem-solver who values and appreciates collaboration but does not require it to take action
- Strong sense of personal responsibility
- High ethical and professional standards; strong sense of discretion, confidentiality and tact
- Experience interacting effectively with a variety of stakeholders, from students and early-career professionals to C-level executives
- A keen eye for detail
- Comfort using and learning new technology; tech-savvy and eager to adopt new tools and production processes
- Excellent written and verbal communication
- Interest in data analysis; analytical thinker
- Experience working in a startup environment
- Cross-cultural competency: experience working in various cultural contexts
- Language fluency in Korean, Japanese, or Russian (other languages also desirable)
- Solid conceptual grasp of computers, networking, and the Internet
- Comfortable with trial-and-error yet savvy enough to standardize solutions
- Bachelor’s degree or firm understanding of how universities work
- Excellent English language reading and writing skills for correspondence, reports, and projects
- Strong interpersonal skills and ability to build trusting relationships
- At least 2 years of work experience with at least 1 year of people management
- Willingness to travel as necessary
- Ability to work off-hours on occasion to cover time zone differences
- This role would support partners from Russia to Japan. Candidates in Europe and Asia are preferred with some travel to be expected to San Francisco (Headquarters) and potential travel to visit either partners or students in other countries.