Customer Support Lead (Remote)

SheCodes is a global platform dedicated to empowering women by teaching coding and tech skills through accessible, high-quality online courses. We’ve successfully trained over 200,000 women worldwide, helping them start and advance their careers in tech.

SheCodes 2.0 is our next step toward building a cohort-based learning marketplace where women can access diverse tech courses taught by industry experts. We are looking for a Customer Support Lead to join our mission-driven team, providing a high level of customer support and ensuring each SheCodes participant has a positive learning experience.

As the Customer Support Lead, you’ll be responsible for overseeing the Customer Support team, designing and implementing support processes, and ensuring that our students receive timely, helpful, and empathetic assistance. You will play a crucial role in enhancing the SheCodes experience for every participant by leading support strategies, managing customer feedback, and collaborating with various teams to resolve issues quickly. This role requires someone with proven experience in customer support, preferably in EdTech or online learning environments, and a passion for improving customer satisfaction.

Key Responsibilities

• Lead Customer Support Team: Manage a remote team of support agents, providing guidance, training, and performance feedback to ensure high standards.
• Develop and Optimize Support Processes: Create efficient support processes and workflows, focusing on ticket management, response times, and improving overall customer satisfaction.
• Monitor and Report Metrics: Track and analyze key customer support metrics (e.g., response times, customer satisfaction scores) to identify areas for improvement and drive data-driven decisions.
• Manage Customer Feedback: Gather and analyze customer feedback to identify trends, potential pain points, and opportunities for product and process improvements.
• Handle Escalations: Resolve complex issues and escalated customer inquiries, providing a positive experience even in challenging situations.
• Collaborate Cross-Functionally: Work closely with the Product, Marketing, and Engineering teams to relay customer insights and collaborate on product enhancements and bug fixes.
• Contribute to Self-Service Resources: Oversee the development of FAQ, knowledge base articles, and customer resources to empower users to find answers independently.
• Drive a Customer-Centric Culture: Instill a culture of customer empathy and continuous improvement, ensuring that every interaction reflects SheCodes’ mission and values.

Qualifications

• Experience: 3+ years of experience in a customer support role, with at least 1 year in a leadership position, preferably in EdTech, SaaS, or an online learning environment.
• Customer Focus: Strong empathy and passion for helping others, with a proven ability to resolve customer issues effectively and efficiently.
• Communication Skills: Exceptional written and verbal communication skills, with a focus on clear, empathetic, and proactive support.
• Problem Solving: Demonstrated ability to think critically, solve problems quickly, and make sound decisions in high-pressure situations.
• Leadership Skills: Experience in managing, coaching, and motivating remote teams to meet and exceed performance goals.
• Process-Oriented: Strong organizational skills with a focus on creating and optimizing workflows and support processes.
• Tech-Savvy: Proficient in customer support tools (e.g., Zendesk, Intercom) and project management systems (e.g., Linear, Notion).
• Education: Bachelor’s degree or equivalent experience in Business, Communications, or a related field.

We’re looking forward to hearing from you!

At SheCodes, our team is made up of hard-working, quick-learning, passionate people. Even if you don’t fit all of the criteria listed in the description above, we encourage you to apply if you think you’ll be a good fit. We welcome and cherish diversity in our company to help sustain a well-rounded team and outlook.