Customer Support Lead

About Stepful:

Stepful partners with healthcare institutions to build talent pipelines and career pathways. We are reimagining allied healthcare training with a digital-first environment for student cohorts that prepare job-ready graduates five times faster, at a fraction of the cost. Stepful graduates, primarily from underrepresented communities, go on to work at leading healthcare institutions and report an average 25% income increase after just four months of training. Stepful is backed by Y Combinator and recently closed a round led by AlleyCorp, Reach Capital, and Sempervirens.

What you’ll do:

As the Customer Support Lead, you’ll be on the front lines helping our students get the attention and high-quality support they need to resolve their inquiries and issues quickly. In this position, you will:

• Lead the strategy and operations for Stepful’s support function and ensure alignment with the vision and goals of the company
• Hire and manage the relationship with a global customer support outsource provider
• Manage the performance of an outsourced support team across key performance metrics to ensure a consistent and positive support experience for Stepful students
• Develop workflows, processes, and technologies to improve efficiency and productivity within customer support
• Work cross-functionally with the growth, operations, learning, product, and enterprise teams to provide timely insights and drive improvements that improve the student experience

This job is for you if:

• You have 5+ years of experience building and managing high performing support teams in a multi-channel environment
• You have experience setting up and managing a globally distributed and remote customer support team and driving successful outcomes across multiple time zones
• You have experience in live channel support, including chat-based support, to help end users real-time while balancing average speed of answer and cost efficiency
• You have a proven ability to create a customer centric culture that delights students
• You are highly analytical and have a proven record of establishing and reporting back on performance and customer support metrics
• You have strong communication skills
• You aren’t afraid to get your hands dirty
• You learn quickly through experimentations
• You thrive in a fast-paced, ambiguous environment

At Stepful, we are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.