Customer Care Manager

Walden University; Phoenix (AZ); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health benefits

401k with employer match

Hybrid work schedule

Job summary

Walden University is seeking a Manager, Customer Care to supervise a frontline team delivering email, phone, and live chat support. You will craft strategies, measure outcomes, and partner with cross-functional teams to improve service delivery each quarter.

The role requires a Bachelor's degree, 3–5 years in customer care, and mid-level management experience. Walden emphasizes a hybrid work model with in-office days.

Qualifications

• Bachelor's Degree required; Master's preferred.
• 3–5 years of related experience in customer care or equivalent.
• Mid-level management experience is expected.
• Experience in an organization with academic and business functions is a plus.
• Excellent customer service skills and knowledge.
• Excellent project management skills.
• Thrives in a fast-paced, changing environment.
• Basic knowledge of database apps; intermediate knowledge of eLearning platforms.
• Advanced Microsoft Office Suite skills; familiarity with web-based tech.
• Some travel required (5–10%).

Responsibilities

• Supervise and manage a team of customer service professionals.
• Create implementable, measurable customer service strategies.
• Collaborate with other teams to ensure top service delivery.
• Handle front-line support and manage operations for term starts.
• Troubleshoot browsers, internet, and email issues.
• Perform other duties as assigned and ensure policy compliance.

Skills

Customer service

Project management

Team leadership

Adaptability

Communication

Education

Bachelor's degree

Master's degree preferred

Tools

Microsoft Office

eLearning platforms

Database applications

Web technologies

Macintosh/PC familiarity

Job description

Walden

More than 50 years ago, Walden University was founded to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries are pursuing a certificate, bachelor’s, master’s or doctoral degree online at Walden. We offer more than 100 online degrees and certificate programs. Walden University is accredited by The Higher Learning Commission (hlcommission.org). Visit WaldenU.edu for more information, and follow Walden on Instagram, Facebook, and LinkedIn. We operate on a hybrid schedule with four in-office days per week (Monday-Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

Job Description

Opportunity at a Glance

The Manager, Customer Care oversees the daily operations of a customer service team that provides front line customer and technical support and is responsible for improving the online service model each quarter via email, phone, and live chat.

Responsibilities

• Supervise and manage a team of customer service professionals.
• Create customer service strategies that can be implemented, measured, and tracked.
• Work with other teams to ensure great service delivery form the entire organization.
• Take on front line customer support duties and manage operations of the business to ensure a successful term start.
• Troubleshoot skills and knowledge of web browsers, Internet connections, and email applications.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• Working Hours: Sunday-Thursday 2pm-11pm EST
• Bachelor's Degree Required
• Master's Degree preferred
• 3 to 5 years of related experience.
• Mid-level management experience.
• Experience working in an organization that has both academic and business a plus.
• Excellent customer service skills and knowledge.
• Excellent project management skills.l
• Thrives in a working environment that is fast paced and constantly changing.
• Basic knowledge and understanding of database applications Intermediate knowledge of eLearning software platforms.
• Advance Microsoft Office Suite skills.
• Intermediate knowledge about web-based technologies and Macintosh as well as PC systems.
• Some travel required at least 5-10%.

Additional Information

In support of the pay transparency laws enacted across the country, the expected salary range for this position is between $60,000 and $70,000. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits. Covista offers a robust suite of benefits including:

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• Participation in Covista's Flexible Time Off (FTO) Policy
• 12 Paid Holidays For more information related to our benefits please visit: https://careers.covista.com/benefits

Equal Opportunity - Minority / Female / Disability / V / Gender Identity / Sexual Orientation