Director, Customer Education & Support

Teaching kids to think critically and communicate effectively has never been more important, and NoRedInk helps students become better writers in more than 60% of U.S. school districts. 

We’re looking for a Director of Customer Education and Support to lead the strategic vision, execution, and continuous improvement of our professional learning and customer support functions. This individual will oversee teams responsible for designing, delivering, and optimizing training programs and support services that drive customer engagement, satisfaction, and retention. As a leader within the Customer Success department, this individual will be responsible for ensuring that our customers are empowered to maximize the value of NoRedInk. 

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of Professional Learning Specialists, Instructional Content Specialists, and Customer Support professionals to ensure high performance and career growth.
• Foster a customer-centric culture within the team, ensuring high levels of engagement, satisfaction, and retention.

Strategy & Execution

• Develop and implement a comprehensive customer education strategy that aligns with the company’s goals and enhances the customer journey.
• Establish KPIs and success metrics to measure the impact of customer education programs on customer satisfaction, product adoption, and retention.
• Stay current with trends and research in education, and incorporate innovative practices into professional services programs. 
• Engage with key customers to understand their goals and challenges, using these insights to inform the ongoing evolution of customer education and support initiatives.

Program Management

• Oversee the creation and delivery of scalable, high-quality training programs, including onsite, virtual, and self-paced learning solutions.
• Drive the development of content and resources that address the diverse needs of our customers, from onboarding to advanced product usage.
• Ensure the customer support function provides timely and effective solutions, contributing to an overall positive customer experience.

Cross-functional collaboration 

• Collaborate closely with cross-functional teams, including Product, Marketing, Sales, and Customer Success, to ensure a unified approach to customer engagement and education.
• Serve as a voice of the customer within the organization, advocating for customer needs and feedback in product development and service delivery.

You are right for this role if you:

• Can think both strategically and tactically - you can see the big picture and know what is required to make it a reality
• Are exceptional at communication (written and verbal), negotiation, and relationship-building skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Have strong problem-solving skills and the ability to thrive in fast-paced, changing situations, remaining calm under pressure and driving towards solutions.
• Have experience scaling customer education programs to meet the needs of diverse customer segments, from tech-touch to enterprise-level.
• Have experience leading and scaling a customer support function including expertise with Zendesk and collaboration with product and engineering on customer feedback
• Are dedicated to helping those around you, including direct reports, team members, and customers, reach their full potential; willing to roll up your sleeves and dive into the details.

Requirements:

• 7+ years of experience in customer education, professional learning, or a related field, with at least 3 years of experience managing a high-performing remote team preferably at an edtech company.
• Minimum of 4 years of experience in K12 education, including classroom teaching and facilitating professional development.  
• Proven track record of designing and scaling customer education programs in a fast-paced, technology-driven environment.
• Excellent analytical and problem-solving skills with a demonstrated ability to develop strategies based on data-driven insights.
• Strong leadership and team management skills, with the ability to inspire and develop talent.
• Proficiency in learning management systems (LMS), customer support tools, and other relevant technologies (preferably Zendesk and Skilljar).
• Experience working within a customer success function and collaborating with cross-functional teams.

What NoRedInk Offers:

• A competitive salary and equity package in a well-funded startup with strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
• Team retreats and events to connect with fun, talented coworkers
• The ability to help millions of students and teachers and address a critical societal need

About NoRedInk:

NoRedInk helps students in over 60% of US school districts become better writers. Our deeply engaging, adaptive curriculum personalizes exercises to kids' interests, guides them through the writing process with instructional support, and boosts their skills through targeted practice. Students have completed over 10 billion exercises on our site, and our mission is to help all students harness the power of the written word.

Check out our press page, including our 2-minute pitch on NBC and articles in The Washington Post, Wall Street Journal, and Forbes.

Compensation at NoRedInk is robust and includes a full range of benefits, flexible PTO, monthly co-working stipends, an initial home-office set-up stipend, and generous equity. Our salary ranges are based on factors such as expectations in the job description, location-specific market data, internal parity, and the experience and skills of individual candidates. Therefore, the compensation range is $135,000 - $150,000, accounting for various locations and skills/expertise.  Please know that if you are invited to speak with a recruiter at NoRedInk, they will discuss compensation openly during your first call to ensure alignment.

NoRedInk believes that diversity and inclusion among our teammates is critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. At NoRedInk, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. 

*Unfortunately, we’ve discovered a phishing scam targeting NoRedInk applicants. The scam uses a similar domain to deceive candidates, including posting our same role on LI.

1. If on LinkedIn, please ensure it is a posting associated with our LI site

2. Verify the link is accurate by visiting our careers page

3. Our communications will always come from an @noredink.com address after applying.

If you have questions regarding the legitimacy of a job posting, please contact [email protected].

*Note: Agencies or other third-party recruiters may not submit unsolicited candidate resumes or their information to any NoRedInk employee, including a NoRedInk Recruiter, unless a contract is signed and you are given permission by the Talent Acquisition team to work on a job opening.