Customer Care Senior Manager

About us:

GEGI is a 100% Web Based SaaS Student Management System designed for small to medium postsecondary educational institutions. Our system has established the entire process of teaching students: from enrollment to graduation.

How our system helps the universities and what are the main issues it resolves:

● Setting up the system for a specific university (setting up programs, groups, general rules, users profiles and permissions);

● Student enrollment (creating profiles, setting up groups and courses);

● Maintaining the learning process (attendance, assessments; tracking the effectiveness of the studying process);

● Financial processes (tuition fees, grants and loans; billing, enrollment and refunds);

● Communication between employees and students (emails, text messages);

● Numerous reports, including those for US government agencies, university accounting;

● Document flow (auto-creation of standard agreements between the university and students; possibility to use an electronic signature).

Why are we looking for a new employee?

Due to the growth of the project and hence the growth of our support team, we are currently looking for an experienced professional who can help us to strengthen the processes within the customer care department and make the work of the customer care team more efficient. You will be in charge of overseeing the day-to-day operations of our customer services and work both as a lead support specialist and as a team supervisor.

Your responsibilities will include:

● Assisting Team Lead in monitoring the working process of the customer service team;

● Developing and implementing process improvements to increase efficiency in customer service operations;

● Creating reports on customer feedback or satisfaction to help improve the customer service experience over time;

● Coordinating with other departments to ensure that customer service issues are resolved quickly and efficiently;

● Measuring performance by conducting regular audits to identify areas for improvement and make adjustments accordingly;

● Assisting in growing the skills of individual team members, providing feedback on appropriate case handling, and troubleshooting strategies.

Our ideal candidate has:

● Minimum 5 years of working experience as a Senior Customer Care Specialist/Manager in the IT-related or related areas;

● Strong desire to strengthen and refine professional effectiveness;

● Experience in building processes, working with documentation;

● Experience in managing and mentoring people;

● Excellent communication skills;

● High level of self-motivation;

● English level Upper Intermediate +;

● Ability to work according to Pacific Time Zone.

The advantages will be:

● Experience in support dealing with native English-speaking customers;

● Experience in analyzing and fixing bugs in various systems (Jira, Redmine, etc.)

● Experience in dealing with app guides, software manuals and writing release notes;

● Being familiar with any of the Helpdesk systems (Kayako, Freshdesk, Zendesk, etc.)

● Having a technical background/IT background would be a great plus;

What advantages do you get as an employee working in our friendly team?

● We offer completely remote work - you are required to be available within business hours and have a stable connection;

● Timely wages in USD;

● 20 paid weekends (11 federal holidays and 10 PTO days);

● Friendly Russian-speaking team (customer care and developers teams).

Send us your CV with a cover letter in English. In the letter, tell us in detail about your previous experience and skills that will be useful for the Customer Care Supervisor role, about yourself, your hobbies in a free form, and also indicate any other information about yourself that, in your opinion, is important for a more complete picture of you as a potential candidate.

Please note that during the training period you will be assigned a mentor who will help in learning the system and, in general, with the workflow of our customer care team.