Who We Are:
We are a national, innovative, high-growth software company devoted to K12 education administration. Our products beat the competition by focusing on all business operations of K12 schools, including both financial and school nutrition management. We have a deep understanding of K12 school systems and regulations, with a focus on providing creative, integrated and user-friendly solutions supported by excellent customer service. Our workforce is talented, loyal, dedicated and highly enthusiastic. This is a fantastic career opportunity for the right individual.
We offer challenging work in a team environment. We respect each other and collaborate for continuous improvement. We are the experts in our product lines and we anticipate the needs of our customers. Our customers say we work efficiently and always strive to provide the proper solution. We have achieved this by building relationships based upon:expertise, patience, attentiveness, clear positive communication, tenacity, and a calm presence.
LINQ is on a mission to empower central office heroes who make K-12 districts and schools stronger. LINQ improves efficiency, optimizes performance, and manages compliance through its suite of administrative, financial, and nutritional solutions; allowing administrators to make a bigger impact for their staff, students, and communities. LINQ is the first company to deliver a full suite of integrated solutions to manage operations at the state, district, and school levels. LINQ has helped over 30,000 schools and served over 17 million students to increase K-12 potential.
LINQ's Values:
Count on us - We're ready and reliable for our partners and each other
Class of our own - We hold ourselves to a high standard of excellence
Fair and Square - Integrity and mutual respect are table stakes
Nourish Connection - We foster a culture of teamwork and trust
Educated Advancement - Our deep knowledge and experience propel our development
About The Role:
•This position is responsible for direct senior leadership of a customer support team dedicated to multiple ERP product solutions for LINQ and reports to the Director Client Support.
•The leader in this position should possess a focused dedication to the art of constant improvement - for themselves, their team, and the customer experience.
What You'll Be Doing:
•Proactively drive the success of a world-class customer support team, using a combination of data insights, leadership experience, and observational skills to predict client needs and consistently meet the high standards of our customer base and organization.
•Develop, monitor, and coach to achieve or exceed company OKRs and department KPIs.
•Cultivate a culture of elite performance based on accountability, transparency, and collaboration.
Invest in and coach your managers and individual contributors and ensure a proper focus on their performance and career development.
•Ensure your customer support team has all necessary information, tools, training, and skills needed to successfully execute team goals and responsibilities.
•Maintain professional, courteous, and respectful interactions with clients and team members - a core value.
•Assist in the organization and management of strategic solution roll outs for system issues.
•Provide guidance on level 1 and level 2 product issues and how to manage client expectations.
•Assist in designing, implementing, and iterating standard operating procedures.
•Create and maintain executive level reporting processes and standards.
•Ensure consistent queue oversight for your dedicated products.
•Ensure proper documentation of enhancement requests and software defects via cases for escalations teams
•Maintain and increase comprehensive working knowledge of the product line and support resolutions for all your team members.
•Contribute to and assist team in writing and updating knowledge articles (internal and client facing).
•Could be required to travel onsite for client training.
The Tech:
•Salesforce
•Microsoft Suite
•DialPad
•Playvoxx
•Fellow
•Wrike
•Azure
Total Rewards:
Remote working environment
Ability to work in a physical office, if near one of our offices (Wilmington, Irvine, and Austin)
One America 401k plan with 4% employer matching on total earnings, not just base (100% fully vested)
Company Bonus Plan or Target Sales Commission Plan
Flexible Open Paid Time Off Plan
Paid Parental Leave Policy
10 paid holidays
16 hours of paid volunteer time
Blue Cross Blue Shield benefit network (medical/dental/vision)
Low-deductible PPO option or HDHP option with employer contributed HSA
Dental with child orthodontia
100% Employer paid Short Term Disability/Long Term Disability/Basic Life/Accidental Death & Dismemberment Insurance
Health and wellness benefits including gym and Headspace reimbursement
Professional development opportunities
EOE Statement/Accommodation Notice:
LINQ is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Equal Employment Opportunity Posters If you'd like to view a copy of the company's affirmative action plan or policy statement, please email HRHelp@linq.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact HRHelp@linq.com. This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as solicitation, following up on an application or non-disability related technical issues, will not receive a response.