Customer Support Team Manager

Nursing CE Central; United States; Remote; USD 82,000 - 105,000; Full time

Job summary

Nursing CE Central is seeking a Customer Support Manager for a full-time remote position. The role involves leading a team, enhancing customer experience, and resolving technical issues for a large user base. Ideal candidates must have extensive customer support experience and a passion for service excellence.

Benefits

Fully paid health insurance after one year

Retirement with company match

Paid vacation and sick time

Qualifications

• 5 years of online customer support experience required.
• 2 years of leadership experience required.
• Excellent written and verbal communication skills.

Responsibilities

• Manage customer support team and respond to inquiries.
• Investigate and resolve technical issues.
• Report customer support metrics.

Skills

Critical thinking

Team leadership

Customer service

Time management

Education

Preferred college degree

Job description

This range is provided by Nursing CE Central. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$82,000.00/yr - $105,000.00/yr

**Must apply on our website at: https://nursingcecentral.com/careers/

Status: Full time, with benefits (Health, dental, etc.)

Start Date: As soon as available

Job Description:

*No healthcare experience required!

Hours: 8am-5PM EST, Monday-Friday, remote position. Overtime hours as needed and should be expected.

*This is a full-time remote position.

**This position will also require availability for calls 24/7 to troubleshoot any urgent technical issues that could arise.

Who is Nursing CE Central?

Nursing CE Central is a private educational company serving nurses. We have over 500,000 users and represent one of the largest providers of CEU to nurses in America and worldwide.

However, we are a small and nimble team with less than 25 employees. The environment is fast-paced and hard working. You’ll need to be driven, ambitious, and an A-player to make it at Nursing CE Central. We live by our core values which are Innovate, Dedicate, Be Great, Collaborate and WIN.

What it’s like working at Nursing CE Central:

Working at Nursing CE Central is fast-paced and dynamic. You will be forced to think outside the box and pivot often. You will need to be willing to put the company first and focus on it 100% during working hours. If overtime and extra effort scare you this is not the position for you. This is not a relaxing desk job. This is a mission.

However, if you are a driven A-player who wants to push their abilities to the limit and grow, Nursing CE Central is perfect for you. You will have the room and ability to grow professionally and financially. And you will be surrounded by other A-players who are constantly pushing you to improve.

PERSONAL VALUES that align with Nursing CE Central:

At Nursing CE Central we are cognizant of the culture we are building. Below are some of the most important aspects of our culture:

Empathy – Being aware of how your actions affect others and your role within the organization.

Respect – For your superiors and the overall mission of the organization.

Order – Working through problems systematically and with attention to detail.

Relentless pursuit of growth – Putting the welfare and growth of the company before personal needs and emotional needs of others.

Here are our CORE VALUES – This is how we operate every day.

If these do not fully resonate with you, please do not apply. It will become apparent in the interview process and we only hire true culture fits who align with our core values.

Innovate – How can we be better than the competition? Better than everyone else. How can we do things differently?

Dedicate – Make a plan. Stick to it. Don’t give up.

Be Great – Be the best at whatever you do. Take pride in your work. Mediocrity is the enemy.

Collaborate – Be a team player. Encourage your teammates to be better. Challenge them and achieve more together.

Win – Be number one! Don’t stop striving for success. Never be complacent.

Why work at Nursing CE Central?

Working at Nursing CE Central is a great career move, both long-term and short-term. It provides both stability and room for growth for select employees.

-Top notch pay and benefits

-Fully paid health insurance after one year. 50% paid in year one.

-Retirement with company match

-Fully paid dental insurance

-Fully paid life insurance

-Paid vacation and sick time

What will be my day-to-day Responsibilities? (On the job training provided)

-You will be forward-facing (responding to customer emails, phone calls, and direct messages, along with managing the customer support team) and your primary job will be customer support. You will be responding to customer questions, inquiries, and technical issues.

-You will also be working with other members of the team to optimize the experience for nurses and work through technical issues.

-Oversee customer support team

-Report on customer support metrics

-Investigate customer support issues

-Resolve customer support calls and emails in a timely manner.

-Respond to reviews from customers (under 3 stars).

-Ensure customer's courses are reported and recorded properly.

-Work with management/IT to resolve any major user issues.

-Work with IT to test changes as they relate to the user experience.

-Understand the user experience & identify areas for improvement.

-Manage miscellaneous non-support projects as needed, with proper guidance, training, and support.

-Record daily metrics.

-Take the lead in setting up and overseeing tracking processes to ensure team efforts are aligned, measurable, and progressing toward key goals.

-This role is responsible for leading the growth and strategic expansion of customer service initiatives, this also includes building and scaling the CS team to support evolving business needs.

What skill set is needed?

-Ability to lead and manage a team.

-Ability to apply critical and strategic thinking to solve issues.

-Ability to help online customers with questions and assist as needed with the online learning platform.

-Ability to communicate potential user experience or user flow issues to the rest of the team.

-A drive to improve the product and service, and to provide the highest quality customer service.

-We are looking for someone who is excited to help others and who wants to take ownership of the customer experience.

-Candidate MUST be highly organized and have a sharp attention to detail.

-Candidate MUST excel in time management and written and oral communication.

What experience/education is needed?

-Must speak fluent English

-Have a minimum of five years of online customer support experience. (this is required)

-Have a minimum of two years of leadership experience. (this is required)

-Prefer college degree, but not required.

-No experience in healthcare necessary.

-Prefer customer support experience, but not required - will train for role.

-Strong prioritization, organization, and project management skills

-Excellent written and verbal communication skills, technical and otherwise.

Next steps:

We understand that job-hunting is time consuming. Please take the time to read and fully understand our hiring process. First, please read the job description in it’s entirety. We have laid out very clearly the type of person we seek and the requirements. Secondly, understand that our interview process is rigorous

for a reason. We do not seek to waste your time but do need several touch points to evaluate candidates.

Below is listed our flow for applicant:

Step 1: If a candidate meets all initial requirements AND respond to all pre-interview questions, a request for scheduling an interview is sent.

Step 2: Should you choose to continue, you will be given a link to schedule an interview.

Step 3: If selected, you will be sent a Figure-it-out challenge. This is a “mini-job” to showcase your abilities. This should take between 2-4 hours to complete.

Step 4: We will review the Figure-it-out challenge and send a final interview request with our hiring team.

Step 5: You will be hired (if all goes well) and join the Nursing CE Central team!

Excited after reading this application? If you’re an A-player we’re excited to hear from you!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  E-Learning Providers

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