Job Summary |

The Director of Technical Support leads the technical support team in growth and excellence by promoting collaboration in the department, creating a positive working environment, developing the Specialists on the team in their professional growth, and assisting in the goal of making our clients feel well supported. 

 

 

Responsibilities | 
      • Lead and develop the Technical Support Specialists, including facilitating regular touchpoints through 1:1s and team meetings, providing coaching and training, and creating opportunities for professional growth 
      • Proactively identify and manage resource needs of the team sufficient to meet customer service level agreements 
      • Oversee hiring and onboarding of Technical Support Specialists 
      • Create methods of prioritizing support tickets and escalate when necessary 
      • Create organizational processes to expedite solving our client’s concerns and inquiries 
      • Create and execute upon team goals and KPIs and report out on team performance to leadership 
      • Create dashboards for monitoring Specialist performance 
      • Be an owner of our Zendesk Knowledge Base and create or delegate creation of support articles and how-to videos 
      • Be the voice of the customer and raise any product concerns to the engineering team 
      • Participate as an active member of the Product Leadership Team and report directly to the Chief Product Officer 

 

*Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 



Required Abilities | 


      • Excellent verbal and written communication skills 
      • Excellent organizational skills and attention to detail 
      • Excellent time management skills with a proven ability to meet deadlines 
      • Ability to work without direct supervision, make decisions and efficiently manage tasks and time 
      • Passion for SEL and a curiosity and willingness to learn 
      • Ability to function well in a high-paced and at times stressful environment 
      • Proficient with Microsoft Office Suite or related software 


Education & Experience | 


      • Bachelor’s degree or equivalent work experience  
      • Experience project managing large scale projects from scratch 
      • Experience in K-12 education space 
      • Experience working with support management systems (Zendesk preferred)
      • Experience working within a CRM (HubSpot preferred) 



Work Environment |

      • Candidates must have access to a home office free from distractions during Aperture’s common working hours of 9:30 am – 4:00 pm ET 
      • Candidates must have access to excellent internet which consistently supports video conferencing 
      • This job requires occasional travel to our home office (0-5%) for team bonding events

 



We Are an Equal Opportunity Employer |  Aperture Education does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.


Aperture Education, in compliance with the Drug-Free Workplace Act of 1988 provides a drug-free workplace for all employees


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This position has been filled.