• Location
    • Gurugram, IN
  • Date Posted
  • Oct. 25, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

We’re building a world where anyone, anywhere can have access to the best education regardless of where they were born. At our core, we believe education is a right, not a privilege. To that end, we’re building a company and a suite of products to lead the charge in transforming access to education.

ApplyBoard is an online platform that empowers students around the world to access the best education by connecting international students, recruitment partners, and academic institutions. We simplify the study abroad search, application, and acceptance process. Not only do we help students with their study abroad journey, but we also help academic institutions to find the best students globally. Our goal is to help enable better, more diverse, schools that are enriched with cultures from all over the world.

The Opportunity:

ApplyBoard is looking to hire a Customer Support Manager to lead and build our India Customer Support Team. This individual can build a great team by identifying customer support specialists, inspiring them to grow personally and professionally, and perfect them to empathize with the customer and do what it takes to deliver support that exceeds expectations. This individual will also need to build metrics that identify customer satisfaction, ensure resolution deliveries meet expectations, and provide feedback to improve Customer Support Specialist’s performance. As Customer Support Manager you will ensure that all the requests are dealt with to resolution. This person must be creative, ambitious, and eager to be part of growing the company. Must be able to collaborate with other departments to escalate and resolve issues that arise. This role reports directly to the Associate Director of Customer Support.

What you’ll be doing every day:

  • Direct management responsibilities for team of  Customer Support Specialist and Customer Support Team leads, team objectives, morale and culture
  • Empower the team to deliver great customer support experiences across multiple channels
  • Setting quarterly individual goals and providing ongoing performance feedback
  • Evaluate measurement criteria to identify trends and drive improvements in organizational performance, including: customer satisfaction, operating efficiency, and service quality
  • Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives
  • Engaging in support of key customers and escalation management
  • Establish relationships with all teams across the organization
  • A strong focus on building an inclusive and fun team culture!

What you bring to the table:

  • 5+ years experience in customer service
  • 5+ years experience managing people and experience leading support teams in a fast-paced, enterprise level, mission critical customer support environment
  • Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Intuition For Business, Strategy Planning and Technical Aptitude
  • Act as a role model to others: sets an example of integrity, ethical behavior and professionalism. Maintain an inclusive and positive work environment.
  • Excellent organizational skills and ability to prioritize, lead, multi-task and execute projects multi-functionally
  • Superior communications skills (presentation, written, and verbal) to optimally interact with all levels of professional staff. Ability to explain complex concepts simply
  • Excellent skills in problem-solving and navigating complicated situations in a professional manner
  • A proven track record of growing the scope of a team

Ideally, you also have experience with some of:

  • Familiarity with the Education market is a plus
  • Project management experience is a plus
  • Experience with a wide range of Support and reporting tools (i.e Zendesk Support, Salesforce.com, Tableau, Metabase, FrontApp)

Life at ApplyBoard:

By joining our team, you have the opportunity to be part of one of the fastest-growing technology companies, not only in Canada but the world. With that, you will have many opportunities for professional growth and advancement. Work alongside a globally diverse team of more than 1,000 team members from 25+ countries, representing 30+ nationalities, and speaking 50+ languages.

Make a difference in the lives of thousands of students as they explore educational opportunities.

About ApplyBoard:

ApplyBoard empowers students around the world to access the best education by simplifying the study abroad search, application, and acceptance process to more than 1,500 institutions across Canada, Australia, the United States, and the United Kingdom. ApplyBoard, headquartered in Kitchener, Ontario, Canada, has helped more than 200,000 students from more than 125 countries along their educational journeys since 2015.

ApplyBoard was named the fastest-growing technology company in Canada by Deloitte, ranking #1 on the Technology Fast 50™ list in 2019 and #2 in 2020. ApplyBoard was also been named to LinkedIn’s list of Top Startups in 2020 and TechTO’s list of top Canadian Rocketship companies to accelerate your career in the Tech Industry.

In 2021, ApplyBoard announced a C$375M Series D funding on a C$4B valuation. This funding will allow us to further invest in our technology, grow our team around the world, and serve more students on our mission to educate the world. Thank you for your interest in ApplyBoard. Please note that only qualified applicants that have been selected for an interview will be contacted.