At Teachable we empower creators to transform their knowledge into income. To accomplish this, our products enable individuals and small businesses to create, host and sell online courses and coaching. Teachable Creators have tens of thousands of active creators who’ve reached more than 45 million students around the world, teaching a diverse array of topics, ranging from crafting to card tricks to coding. Fifty million people worldwide consider themselves to be creators. More than two million people earn enough from their passion projects to consider it their full-time income. The rise of the creator economy means more people than ever want to share what they know and monetize it. Teachable is poised to offer best-in-class solutions to this ever-growing market.

In 2020, Teachable was acquired by Hotmart Company, a global leader in the Creator Economy with a shared mission of empowering creators to live out their passions. With offices in eight countries and more than 35 million users worldwide, Hotmart’s partnership ensures our creators—current and future—have access to best-in-class technology tools, so they can scale their online businesses with ease and truly make an impact on their students’ lives.

As a Customer Support Manager, you will be responsible for overseeing the daily operations of up to 15 nationally distributed Customer Support Specialists. You’ll be part of a best-in-class customer support organization that has a unique position in being able to work directly with our Creators and help scaffold their online businesses to new heights. 

This is a full-time, salaried position that will be PM shift (we operate on an EST schedule). Required to be on-call one weekend day, evenings and holidays (as needed). 

Our customer support team operates seven days a week, 365 days a year, from 8 a.m. to 9 p.m. EST. 

What You'll Do

• Manage - Maintain a high performing, engaged, customer-first culture within the team by hiring and developing talent that aligns with our company values and goals.
• Coach - Set expectations for Customer Support Specialists to meet/exceed ambitious KPIs, as well as individual and team goals
• Empower - Provide a world-class customer support experience by efficiently and enthusiastically delivering solutions to creators
• Analyze - Interpret, and act upon customer support metrics by sharing actionable insights including customer feedback and support trends from quantitative and qualitative data to the broader organization.
• Collaborate - Lead cross-departmental strategic initiatives that contribute to the success and growth of our department.

What We're Looking For

• 2-3+ years of management experience, leading distributed teams of 10+
• Working knowledge and experience using help desk tools such as Zendesk, Salesforce, Intercom or similar
• Effective written and verbal communication skills: you are comfortable coaching on complex/technical topics
• Emotional intelligence and an empathetic inclination to interpret and solve challenges faced by our team and our customers
• Demonstrated experience successfully leading cross-functional projects from ideation to execution
• Results driven: If you see something that can be done differently, you take action, and advocate on behalf of our creators.

Nice to Haves

• Knowledge around expanding operations such as service hours, support channels, self-service or offshore teams
• Experience building and facilitating continued training initiatives to ensure teammates are well equipped with knowledge and resources to provide product solutions
• Passionate about both teaching and learning

Additional Details:

• This role is open to remote candidates in the U.S.
• Applicants must be currently authorized to work in the United States on a full-time basis. 
• For this role, the base salary range is $70,000 - $75,000. Total compensation also includes a competitive benefits package and Restricted Stock Units (RSUs).

At Teachable, we are committed to providing fair and competitive pay (using market data to inform our pay bands), rewarding high performance, and ensuring all employees have the opportunity and ability to impact Teachable’s overall company value. Base salaries will be reviewed at regular intervals throughout the year, typically following performance review cycles currently conducted bi-annually or in conjunction with a promotion.

While Teachable maintains our NY office for local employees to use, we operate as remote-first culture in order to give our employees added flexibility. In order to maintain connection and create a community beyond the screen, Teachable holds company-wide, in-person events 2-3 times per year, where employees and teams can come together for team bonding, strategic alignment, goal-setting, and celebrations!

Benefits:

Comprehensive Health, Dental, & Vision benefits with an option covering up to 100% of monthly premiums Generous Vacation, Personal, and Sick Time

Parental leave, 16 weeks fully paid after three months of service

4% 401(k) with match after three months of service

Supplemental student loan repayment assistance or a professional education stipend

Tax-free commuter benefit

Gym/Wellness reimbursement up to $100 in pre-tax dollars per month

One-time $500 Work from Home (WFH) purchase card for new hires and ongoing WFH monthly reimbursement for certain home expenses of up to $100 per month

Headspace subscription

$250 Donation Match Program

Teachable encourages individuals from a broad diversity of backgrounds to apply for positions. We are an equal opportunity employer, meaning we're committed to a fair and consistent interview process. Please tell us in your application if you require an accommodation to apply for a job or to perform your job.