Customer Service Associate
MassMutual
Head of Customer Support
Screencastify
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 per year
Job Level
Lead
About the role
- Screencastify is an educational technology company focused on K-12 educators; product used by over 15M people.
- Lead and unify Customer Support (Tier 1–2) to align reactive support and proactive growth across B2B and B2C customers.
- Manage and develop Tier 1 and Tier 2 Support team to meet KPIs for response time, satisfaction, and resolution.
- Own Zendesk strategy to minimize first response and resolution times and optimize customer interactions.
- Analyze support trends and collaborate with Product and Success teams on long-term improvements; communicate ticket status and product releases to CS and GTM teams.
- Work cross-functionally with Product and Engineering to identify defects and ensure alignment toward common goals.
- Create and document frameworks, tools, and processes to enable efficient, consistent support operations.
- Partner with the VP of Customer Success to refine support metrics and drive team alignment.
- Streamline internal communication in Slack, email, and other channels.
- Update and maintain Simplesat, NPS (Ortto), Livechat/Livebot, and Knowledge Base.
- Provide individualized coaching and leadership to team members working in reactive and proactive motions.
- Success looks like consistently exceeding SLAs, reducing support volume or improving product within the first year, and improving cross-departmental collaboration.
Requirements
- Experience managing Customer Support teams and a passion for data-informed decision making.
- Hands-on experience managing and optimizing Zendesk to deliver fast, efficient, and high-quality customer support.
- Energized by developing systems that scale human effort and maximize team impact.
- Thrive at the intersection of empathy and efficiency.
- Strong collaborator who can drive alignment across multiple functions and teams.
- Comfortable with startup energy, solving ambiguous problems, and helping others shine.
- Care deeply about team success and work-life balance.
- This is a Chicago-based hybrid position with 3 days a week in the office.
