Lead and develop a fully remote customer support team handling chat, phone, and email for families.
Take ownership of quality assurance, including ticket audits, coaching sessions, and root cause analysis.
Act as escalation point for difficult family situations and drive continuous improvement through data and reporting.
OpenEd is an education technology company that opens the world to every learner. With over 100,000 students served, they maintain a strong culture with an eNPS of 76, placing them in the top 0.1% of technology companies.
Manage escalation requests from initial receipt through to closure, assessing each case and coordinating with stakeholders.
Develop clear understanding of root causes behind customer issues and create action plans prioritizing tasks by urgency.
Work globally with departments to resolve complex issues and guide customers back to standard procedures after resolution.
Unit4 is a cloud company redefining Enterprise Resource Planning (ERP) for mid-market people-centric organizations. With over 40 years of heritage, they are an agile, fast-growing company that prioritizes a people-first community and high-performance culture.
Act as a trusted advisor and primary interface between customers and NICE support organizations, managing escalations and driving resolution.
Analyze support activity trends, ensure SLAs and CSAT are met, and recommend improvements to close gaps.
Establish relationships with customer technical teams, lead root cause sessions, and advocate for customer requirements internally.
NICE is a global software company that provides AI-powered solutions for customer experience, financial crime, and public safety. With over 8,500 employees across 30+ countries, NICE fosters a fast-paced, collaborative, and creative environment where teams are comprised of the best of the best.
Own the technical triage and escalation discipline, ensuring complex cases are diagnosed and routed to resolution efficiently.
Develop and mentor a team of expert technical support specialists, raising the technical competency standard.
Partner with product and engineering teams to build feedback loops that inform the product roadmap from support escalation trends.
DrFirst provides intelligent medication management solutions to improve healthcare workflows and patient outcomes. The company has been in business for 25 years, serving over 100 million patients annually, and fosters a culture of smart, collaborative colleagues.