About AssessPrep
At AssessPrep, we're not just building software – we're building the future of learning. Our mission is to empower K-12 schools worldwide with cutting-edge technology to make assessments more meaningful and improve learning outcomes.
AssessPrep is an all-in-one assessment platform that enables schools to create, deliver, and grade assessments digitally, saving teachers valuable time and allowing them to focus on what matters most: their students.
AssessPrep in Numbers:
Trusted by 600+ international schools in 75+ countries
Empowering 20,000+ teachers and 200,000+ students
Facilitating over 1M student submissions annually
70%+ annual growth rate
Annual churn <3%
50,000+ trees saved
What You'll Do
As our Customer Support Head, you'll lead our support team in delivering exceptional service to our global user base, ensuring that schools, teachers, and students have a seamless experience with AssessPrep. Your responsibilities will include:
Directly Manage and Support Customers: Take a hands-on approach in resolving customer inquiries, ensuring that each user receives top-tier support. While you'll lead and mentor the support team, you'll also actively handle escalated issues and complex cases, setting a high standard for customer care through your personal involvement.
Develop Support Strategies: Design and implement support processes and strategies that enhance customer satisfaction and retention.
Resolve Complex Issues: Act as the escalation point for complex technical issues, working closely with product and engineering teams to find solutions.
Customer Onboarding and Training: Lead initiatives to onboard new schools, ensuring they are fully equipped to use AssessPrep effectively.
Monitor Support Metrics: Track and analyze key support metrics, including response times, resolution rates, and customer satisfaction scores, to continually improve service quality.
Enhance Self-Service Resources: Develop and maintain a comprehensive knowledge base, FAQs, and other self-service tools to empower users to resolve issues independently.
Collaborate Across Teams: Work closely with product, sales, and marketing teams to provide feedback from customers and ensure a cohesive approach to customer success.
A Typical Week:
Conduct a training session for the support team on handling new feature-related queries.
Analyze support ticket data to identify common issues and propose solutions.
Work with the product team to develop a solution for a recurring technical issue reported by multiple users.
Lead a webinar for new users to walk them through the platform and answer their questions.
Review and update the knowledge base to include information about the latest product updates.
Participate in a strategy meeting with the marketing team to discuss ways to improve customer communication.
Grow with us
At AssessPrep, we believe in investing in our team's development. As our Customer Support Head, you'll have opportunities to:
Support Operations Director: Lead all support operations, including training, process improvement, and quality assurance.
Product Support Lead: Collaborate closely with the product team to influence product design and development based on customer feedback.
Global Support Manager: Oversee support efforts across different regions and ensure consistent service delivery worldwide.
Customer Experience Director: Focus on enhancing the overall customer experience, from onboarding to long-term success.
What we are looking for:
Leadership Experience: Proven experience leading and managing a customer support team, with a focus on delivering exceptional customer service.
Support Strategy Expertise: Ability to design and implement support strategies that improve customer satisfaction and retention.
Technical Proficiency: Strong understanding of software platforms, with the ability to troubleshoot and resolve complex technical issues.
Passion for Education Technology: A genuine interest in the power of technology to transform education and a desire to contribute to our mission.
Excellent Communication Skills: Ability to communicate complex technical information clearly and effectively to users of all levels.
Data-Driven Approach: Comfort with analyzing support metrics and using data to drive decision-making.
Collaborative Mindset: Experience working with cross-functional teams to ensure customer needs are met.
Adaptability: Ability to thrive in a fast-paced environment and manage multiple priorities.
Benefits:
Flexible working hours: Choose your own schedule.
No micromanagement: We trust our team members to deliver results.
Comprehensive health insurance (including family coverage).
Monthly health and wellness allowance.
Access to a learning budget for books, online courses, and more.
Ready to make a difference? Here’s the process:
Apply via LinkedIn or send your resume to jobs@assessprep.com.
We’ll review your application and assess its fit.
If shortlisted, there will be 2-3 rounds of interviews, including written/communication tasks.
We value everyone’s time and make it a point to communicate proactively at all stages of your application.
For any questions, feel free to reach out to jobs@assessprep.com.
Join us in making a difference in education. Apply today! 🚀
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