Customer Support Manager

This is a hybrid position. It requires 2x a week (Wednesdays and Thursdays) in our downtown Chicago office, and four days remote. 

Who We Are 

Elevate K-12 is changing the way classrooms work through live, online, real-time instruction to K-12 schools. Our two main focuses are to give students the best quality instructors and get them ready for the world of the future and to give instructors, especially women, work opportunities, irrespective of zip codes. We are the new way to classroom!

What We Offer 

• Competitive Compensation Offering

• Unlimited PTO & 12 Company Paid Holidays 
• Strong High-Performance Based Culture with High Growth Potential
• Team Focused Culture – Team Events, Outings, Happy Hours & Recognition
•  Full Benefits – Medical, Dental & Vision / 401k Plan
• Our Team of Elevaters are: Problem Solvers, Passionate, Motivated, Thirsty for Knowledge & Mission Driven

What You Will Be Doing – Customer Support Manager

We are seeking a Customer Support Manager to help with the strategy and operations of the Customer Excellence team. This person will manage a team of Customer Support Specialists who are helping to support our internal and external customers during every phase of the customer journey. This role will report to our Director of Customer Excellence and be responsible for partnering with the field operations team to ensure consistent improvement of processes to achieve operational goals. 

We have an incredible mission, team and brand at Elevate K-12, and we’re getting better every day. We have achieved an extraordinary product/market fit and have entered an exponential growth stage of the company. If all of this sounds exciting to you – We want to hear from you!

• Work with the Director of Customer Excellence to build communication processes, incident management workflows, and proactive client strategies 
• Oversee day-to-day operations of a new customer support center that is supporting all of our internal and external customers through multiple channels
• Manage a team of Customer Support Specialists who are offering support before, during and after live sessions
• Partner with other Customer Support Managers to improve new and existing processes, and make sure that the Customer Support Specialists are receiving necessary support and feedback
• Collaborate with the Field Operations team to make sure our clients are getting the best support possible and that priority programs are being flagged

• Recognize opportunities for client strategy and work with the Field Operations team to help implement better customer support operations
• Handle important data projects that give internal departments insight into the issues we are seeing; come up with creative ways to use our customer support data to improve a quickly growing company
• Partner with India based operations team to ensure accurate capturing of data and information
• Oversee customer escalations and make sure that we’re communicating with necessary teams and resolving urgent issues
• Help grow our customer obsession through upholding exemplary support given to all customers

• Be an integral part of a growing department, working to continuously improve and expand our processes, making sure all members are hitting their goals, and ensuring the success and satisfaction of our team members and customers 

Who You Are – Customer Support Manager

• 5 years of experience in a variety of customer service/customer support roles required

• Bachelor’s degree required
• Previous management experience is preferred but not required
• Experience working with data and analytics is a big plus
• Experience in high-growth start-up, highly preferred
• Strong business acumen 

• Excellent communication and problem-solving skills
• Proven strategic and agile thinker with an operations focus and commitment to continuous improvement

Why Join Our Story

Elevate K-12 is tasked with an important mission: change the way K-12 classrooms and teaching work. Our organization is a radically open-minded company that is scaling fast. We are a team focused on high performance, dynamism and embodying a collaborative culture at all levels. Our teammates are able to have open, honest discussions that drive us toward our mission. Elevate K-12 is in a stage of hyper growth that will continue to open up new challenges and opportunities for our team. 

We are an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, color, religion, gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, national origin, ancestry, age, military or veteran status, physical or mental disability, medical condition, pregnancy, marital status, genetic information, or any other characteristic protected by applicable law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request.