Customer Service Manager (Remote)

Join Euka Future Learning and embark on a career opportunity of a lifetime!

Working with Euka provides an unparalleled opportunity to be at the forefront of a new and pioneering industry. As we strive to build the future of education, you'll be part of a team revolutionising how knowledge is acquired and shared. By joining us, you'll have the chance to profoundly impact our customers lives.

Imagine the satisfaction of knowing that your work is directly improving the educational experiences of individuals, empowering them to unlock their potential and achieve their goals.

This opportunity is not only exciting but also incredibly fulfilling, as it allows you to be part of a movement that is building the future of education!

Join our team as a Customer Service Manager and help shape the experience of families through a whole new way of learning. Collaborate closely with the Head of Customer Success and play a pivotal role in leading our Customer Success team in delivering exceptional experiences. Your role is instrumental in driving continuous improvement and ensuring customer satisfaction at every step.

Key Responsibilities:

• Team Management & Leadership: Lead, motivate, and support a team of customer success agents across phone, live chat and email. 
• Customer Service Strategy: Collaborate with HOCS to develop and execute customer success strategies aligned with Euka's mission and goals. 
• Performance Monitoring: Monitor key performance indicators (KPIs) to track the team's performance. Take proactive measures to address performance gaps and optimise efficiency. 
• Issue Resolution: Act as the point of escalation for complex customer issues 
• Data Analysis: Utilise data analytics to assess and report on team performance and identify areas for improvement. 
• Quality Assurance: Implement and oversee quality assurance processes to maintain the highest standards of service delivery. Provide constructive feedback and coaching to team members to foster a team culture of continuous improvement. 
• Training and Development: Provide ongoing training and development for team members, ensuring they are equipped with the skills and knowledge needed to succeed in their roles.

Requirements and Skills

• 3+ years experience in a Customer Success Manager capacity 
• Proven leadership skills with the ability to lead and collaborate effectively
• Problem-solving abilities and a proactive approach to addressing customer needs and challenges
• Positive and proactive mindset, with strong communication and relationship-building skills. 
• Experience in email, live chat & phone environments

Ready to build the future of education? Please submit your resume and a cover letter outlining your relevant experience to *******@euka.edu.au

IMPORTANT: Please include "Customer Service Manager" in the subject line of your email

We look forward to connecting with you soon!