**Director of Customer Support**

Cambridge, MA / Growth and Marketing / Remote **What Is GoPeer ????**

It's such a great time to join GoPeer!

We are building the next wave of what online education looks like, starting with improving the quality and lowering the cost of tutoring.

GoPeer has built a digital classroom where K-12 students learn from vetted college students, bringing cost-effective and high-quality education to every kid in the world.

We're looking for creative and ambitious people to join our team! We'd love to talk with you.

*GoPeer is a startup backed by Ed Baker (previously VP of Product and Growth at Uber, and prior to that, Head of International Growth at Facebook), Deborah Quazzo (Managing Partner of GSV Ventures), and Daniel Graf (previously Senior Director of Google Maps).*

Role:

GoPeer is looking for a Director of Customer Support Lead to scale a smart, empathetic, and tight CS organization rapidly delivering best-in-class support to GoPeers member base. **Responsibilities**

Responsible for implementation, optimization, and managing Customer Support practices, processes, and tools

Hire, train, lead and manage performance of a team of technical support professionals in providing effective, efficient, and proactive customer support. Provide coaching to the team on an ongoing basis

Implement Customer Support best practices and continuous improvement to ensure customer satisfaction and success

Lead and direct customer service teams in setting and achieving company, and individual goals

Scale a smart, empathetic, and tight CS organization rapidly delivering best in class support to GoPeer's member base

Provide actionable and ongoing career development for both managers and Support Heroes

Revisit existing processes and tools to improve the customer journey step by step

Function as a savvy business leader in creating Customer Support excellence and ensure a high level of customer satisfaction and Net Promoter Score.

Manage managers and be a resource and connection for the rest of the support team

Deliver on GoPeer's CS performance metrics across all our support channels

Prepare and deliver performance dashboards

Partner cross-functionally with product, engineering, business operations, growth, and marketing as needed

Work to design, develop and implement support policies and procedures for all support channels

Act as an effective manager in optimizing and improving the teams processes, workflows, and functions and help with their professional growth.

Take escalated member calls and emails as necessary

**Qualifications**

Expert at support people management with proven experience growing and managing a high performing CS team

Data driven - you use data to manage your team and support your decision making

Skilled at cross-functional partnership and able to ask for what you need to move your team forward

Youve been in the CS game for a while and have managed CS teams for at least 3 years

Ready to go - to grow the team, to work in a super fast-moving environment, and to keep your team on track through an ever-changing start-up landscape

Strong problem-solving skills

Strong analytical, reporting and presentation skills.

Comfortable rolling up your sleeves when something that may exist at a bigger company isnt available at a start-up