We are looking for an energetic, persistent go-getter with at least 2 years prior customer support experience to join our team as a Customer Support Specialist for ManageBac. Our service commitment to schools encompasses global 24-hour telephone & e-mail support Monday through Friday; with occasional weekend coverage, online and onsite training, and hosting annual conferences and workshops for our community. You will have primary responsibility to support our ManageBac schools during EMEA Support Hours.

This role is based in our Krakow, Poland office. In-office attendance is expected, but there is some flexibility for remote work where appropriate.

What you’ll learn in the first 30–45 days

• Product knowledge, the hows and whys of using ManageBac
• The nuts and bolts of ManageBac as a SaaS business
• The role of support and why good customer experiences matter
• The context and workflows of IB world & International schools and how to best support them

Key Responsibilities

Customer Training

• Provide online training sessions for existing customers, potentially for new features or new use cases
• Update relevant internal systems with training notes and customer contact
• Follow up with customers to ensure successful adoption and offer further support

• Host live webinars with hundreds of guests, with clear communication & presentation skills

• Provide online training sessions on account set-up, you will occasionally need to travel for an onsite training within the APAC region

Customer Support

• Running email & telephone support operations, responding to support tickets from teachers, schools admins, students and parents
• Ensuring that our quality of service (e.g. support request times and resolutions) are maintained at levels of excellence
• Making customers happy (this requires grace under pressure, especially when you’re dealing with a challenging customer that has urgent demands and time pressure)
• Providing Quality Assurance (QA) testing for new feature deploys
• Devising ways to improve our help and support materials

Over the course of a normal week, you would have:

• Responded to 100–200 support emails.
• Talked with 15–25 schools by phone.
• Conducted 5–10 online trainings.
• Updated 1–2 help tutorials.
• Relayed several bugs or feature requests as a result of feedback from schools.
  

Career Path

Various career paths are open to you, depending on skill level and interest:

• Advanced Customer Support: Organising next-level customer success through new documentation, training programs, and events.
• Professional Development, Community & Marketing or Sales & Client Experience: Moving laterally to support customers in their success
• New Products: Moving vertically to support the launch of new products
• Management: Learning the nuts and bolts of SaaS business management and moving to a directorship with P&L responsibility.