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Customer Experience Manager

Marker Learning

Marker Learning

Customer Service
Posted on Thursday, February 8, 2024

About Marker Learning:

1 in 5 students has a learning disability such as dyslexia, which makes it harder for them to read, spell and write--despite their intelligence. While receiving a proper evaluation for a learning disability could be the most impactful event in a student’s life, only 4% of students receive a diagnosis because of the high costs of evaluations and lack of access to qualified psychologists. Undiagnosed students are 3x more likely to drop out of high school, 5x more likely to be unemployed, and tend to experience elevated levels of anxiety and depression. It’s estimated that early diagnosis of dyslexia and other learning disabilities could save the US over 72 billion dollars of economic impact and drastically improve the lives of millions of people.

Marker Learning is on a mission to make learning disability (e.g. dyslexia) assessments and diagnosis easier and more affordable for schools and parents. By leveraging proprietary technology developed by leading experts at Johns Hopkins, the end-to-end evaluation is completed in half the time and at 1/10th the cost of typical in person evaluations. We are a rapidly growing start up, backed by some of the most mission driven and reputable venture capital firms and education non-profits.

Join us in our mission to inspire and support all students on their unique learning paths.

About the Role:

As the Customer Experience Manager, you will play a pivotal role in shaping and delivering a best in class user experience for our DTC clients. This role requires an empathetic and strategic thinker who can leverage data-driven insights to improve processes, foster positive customer interactions, and lead a team of customer experience professionals.

What you’ll do:

  • Lead, mentor and grow a team of four coordinators and two specialists, and oversee day-to-day operations of the customer experience team
  • Monitor and evaluate team performance to exceed department KPIs and meet SLAs, offering timely and comprehensive performance management and coaching
  • Support career and professional development of team members by conducting weekly team meetings and 1:1s that provide learning and growth opportunities
  • Foster a positive and collaborative team environment that is proactive and solutions-oriented
  • Serve as an escalation point of contact ensuring swift resolution and long term process improvement
  • Develop and elevate customer experience protocols and procedures, ensuring consistency and efficiency in the client journey across evaluations and downstream services that allows autonomy of our front lines teams to operate 7-days a week
  • Leverage Zendesk Support, Explore & Guide to its full potential by optimizing ticketing, reporting and automation features
  • Work closely with Customer Ops lead to develop the knowledge base, streamline operational workflows and implement innovate support practices that will enable seamless scaling as our user base grows
  • Collaborate cross-functionally with Operations, Sales and Marketing teams to establish feedback loops to gather quantitative and qualitative customer insights, driving data-driven decisions and continuous process improvements across the organization
  • Partner with Leadership to identify obstacles, autonomously driving solutions while promoting and supporting CX best practices

Qualities of the ideal candidate:

  • 4+ years of people experience management in a fast paced environment
  • Ability to lead by example and empower team members to reach their full potential
  • Passionate about the mission of Marker Learning
  • Empathetic nature with an ability to create meaningful connections with clients
  • Strong analytical skills and the ability to make data driven decisions
  • Adaptable and reactive to changing business needs and initiatives
  • Demonstrated ability to be proactive and take initiative
  • Excellent communication skills and ability to work cross functionally & build strong relationships
  • Experience with platforms such as Zendesk, Hubspot & Shopify

Interested? Great! Here's what you should know:

At Marker Learning, we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation, and disability status. We are a mission-driven team out to provide reliable and affordable testing to every student who requires it, and we believe that Marker Learning has the potential to change the evaluation landscape across the country. We'd love to hear from you if you're motivated by our mission and eager to contribute to our team and culture!

We are dedicated to building a diverse and inclusive workforce. Marker Learning provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as covered veteran in accordance with applicable federal, state, and local laws.