Support Team Manager

About Noon
At Noon, we believe in Student First in everything we do. That 's why we've
built a global social learning platform that radically changes the way people
learn, with the aim of positively impacting millions of students across the
globe and bringing education to everyone.
Our open platform is loved by ‎10+ million students across ‎8 countries and is
growing all the time - our aim is to radically transform the lives of ‎50+
million learners by ‎2023! Our students use Noon every day to engage with live
interactive classes and gamified peer learning features, study with celebrity
teachers, and compete and socialise with their friends.
We are a distributed company with a collaborative culture. We come from a
diverse set of backgrounds and countries, enabling us to work at a global
scale whilst bringing local impact by being a part of the communities we
serve. As a fast-paced, innovative scaling business, our ability to learn at
speed is powered by our obsession with our "student-first" culture that
ultimately defines what we do and why we do it. Our principles: Student first,
Never Deprive a Learner, Be Better Everyday, Be original, Own It & Be Bold.
These values got us to where we are today, and they're a big part of what
we're looking for in you.

What you will do

As a Support Team Manager you will manage a remote setup of Country
Support Leads and Chat Support Agents to ensure a great student and teacher
experience.

• Improve customer service experience and create engaged customers


• Take ownership of customers issues and follow problems through to resolution


• Develop service procedures, policies and standards


• Adhere to defined SLAs on Average Handling Time, First Response time and other metrics shared by the Organization


• Keep accurate records and document customer service actions and discussions


• Analyse statistics and compile accurate reports


• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment


• Maintain an orderly workflow according to priorities


• Be able to utilize Excel, PowerPoint presentations to better explain the student problems and the resolution

About you

• ‎8+ years of experience
  
  
  • Proven working experience as a Customer Service Manager or Assistant Manager
  
  
  • Experience in providing customer service support
  
  
  • Excellent knowledge of management methods and techniques
  
  
  • Proficiency in English
  
  
  • Working knowledge of customer service software, databases and tools
  
  
  • Ability to think strategically and to lead
  
  
  • Strong client-facing and communication skills
  
  
  • Advanced troubleshooting and multi-tasking skills
  
  
  • Customer service orientation
  
  
  • BS degree in Business Administration or related field
    
    About the Benefits
  
  
  
  

You will be joining the world's first social learning platform where you can
have a real impact in a smart, low-ego, multi-cultural team. We provide an
environment where you can develop your skills and deliver meaningful work that
matters. You'll be able to enjoy a competitive salary as well as a full
spectrum of generous perks and rewards:
* Not a morning person? No problem! We offer flexitime and a great work-life balance, including ‎2-‎3 days working from home per week
* ‎21 days annual leave
* Full premium Medical coverage including Family Dependants
* Life Assurance to help you to protect your future
* A well-stocked fridge, plenty of snacks (some healthy, some not so healthy)
* Regular social activities, including team outings in line with Covid-‎19 guidelines

Why work at Noon?
* The opportunity to work within an innovative start up in its initial stages and help shape our success globally
* Work with a team who believes in STUDENT FIRST, you will have an opportunity to build the first (BE ORIGINAL) Open Social Learning Platform that can impact millions of students across the globe
* A working environment where you can look at things differently and challenge and offer solutions and that also offers you a freedom to commit 'n' number of first time mistakes - NEVER DEPRIVE A LEARNER
* Complete ownership and responsibility for the success of your autonomous team across all scope of works - OWN IT and BE BOLD
* An opportunity to work with a bunch of Young, Smart, Driven, and Dynamic people who are committed to go BEYOND SELF and solve business challenges
* Work closely with the leadership team who live by the value of BE BETTER EVERYDAY to help grow an amazing organisation
* Help us to build the future of education!

About Diversity & Inclusion
At Noon, we respect and value differences. We know that when people from
different backgrounds and with different points of view work together, we
create the most value - for our clients, our people, and society. We're so
lucky to live in a society where differences are celebrated, so we'd expect
nothing less from our teams. That means whatever your race, religion, sexual
orientation, or gender, this is a place to feel at home, express yourself
freely, and make your mark. Noon is proud to be an equal opportunity employer.
We are committed to equal employment opportunity regardless of age,
disability, gender identity, marital status, race, colour, ethnicity,
religion, sex, national origin, or sexual orientation. We aim to be truly
representative of the world and for each and every employee to feel respected.