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    Manager, Support Services - , NY, United States - Disability Solutions

    Disability Solutions
    Disability Solutions , NY, United States

    4 weeks ago

    Disability Solutions background
    Description
    A pioneer in K-12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit

    The Amplify Strategic and Support Services team is seeking a Support Services Manager to lead a team of front-line analysts who directly communicate with customers regarding Amplify's products. Managers are also members of their own internal teams working closely with escalations, Customer Success, and various product teams. By working together, Support Services Managers ensure Amplify's customers get timely, high-quality service.

    If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.

    Key Responsibilities:
    • Monitor analyst development, proactively address and document areas in need of improvement, and coach analysts to continually improve service and product knowledge.
    • Summarize analyst and team-level data and utilize the data to drive improvement.
    • Coordinate regular 1-on-1s and complete timely reviews for full-time employees.
    • Provide recommendations and input on work processes impacting Support Services.
    • Assist agents with providing accurate responses to customer inquiries.
    • Oversee analyst completion of all required training initiatives.
    • Respond quickly and follow up with the Customer Success, Sales Representative, or Product Owner teams as needed for higher-level customer escalations.
    • Monitor and communicate developments during product or software outages with both Support Services staff and Product, Developers, and Marketing teams.
    • Be available to assist when customers have had a negative experience or there is a need to de-escalate situations.
    • Review and approve timecards for full-time employees and contractors, monitor overtime, and ensure adherence to scheduled hours.
    • Effectively collaborate and communicate with leadership and other team managers to share best practices and improve the overall performance of the Support Services team.
    • Build a strong team culture that focuses on inclusiveness and cohesiveness.


    Basic Requirements:
    • Associate's Degree or related work experience.
    • 3+ years of customer service experience.
    • Outstanding written and verbal communication skills with the ability to respond and react to internal and external customers


    Preferred Qualifications:
    • Salesforce and Google Suite Experience
    • 3+ years managing a team
    • 1+ years of technical support
    • Experience in the Edtech field


    What we offer:

    Salary is only one component of the Amplify Total Rewards package, which includes a lucrative 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross annualized salary range for this role is $57,000 - $60,000. This role is eligible to receive an annual discretionary bonus that rewards individual and company performance.

    We celebratediversityand are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from adiversecandidate pool.

    Amplify is an Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

    This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

    Amplify Education, Inc. is an E-Verify participant.

    If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.
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