As a Customer Support Team Captain, you will focus on coaching and developing your team, ensuring they feel motivated, engaged, and equipped to provide top-tier support. You'll foster a culture of open communication and collaboration, ensuring your team has the tools and support they need to thrive. You'll also implement strategies that enhance the customer experience, drive quality, and ensure meaningful results that make a real impact.
Primary role is to be an exceptional coach for your team by providing agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. Maintain high standards for your team and aren’t afraid to say, “This needs improvement, and here’s why.” Ensure that the customer experience remains the focal point of every discussion, set SMART goals, and deliver feedback that aligns with our standards.
The Student Success Advisor drives student engagement and retention, owning a caseload of students for a graduate program or bootcamp. This role provides consultative coaching and data-driven decision making to impact student retention, satisfaction, and outcomes.