Customer Care Manager

Walden University was founded over 50 years ago to support adult learners in achieving their academic goals and making a greater impact in their professions and communities. Students from across the U.S. and more than 115 countries pursue certificates, bachelor’s, master’s, or doctoral degrees online at Walden. We offer more than 100 online degrees and certificate programs and are accredited by The Higher Learning Commission.

About the role

The Manager, Customer Care oversees the daily operations of a customer service team that provides front-line customer and technical support. This role is responsible for improving the online service model each quarter via email, phone, and live chat.

Responsibilities

• Supervise and manage a team of customer service professionals.
• Create customer service strategies that can be implemented, measured, and tracked.
• Work with other teams to ensure great service delivery across the entire organization.
• Take on front-line customer support duties and manage operations to ensure a successful term start.
• Troubleshoot issues related to web browsers, Internet connections, and email applications.
• Perform other duties as assigned and comply with all policies and standards.

Requirements

• Bachelor’s degree required; Master’s degree preferred.
• 3 to 5 years of related experience.
• Mid-level management experience.
• Experience in an organization with both academic and business components is a plus.
• Excellent customer service and project management skills.
• Thrives in a fast-paced and constantly changing environment.
• Basic knowledge of database applications.
• Intermediate knowledge of eLearning software platforms.
• Advanced Microsoft Office Suite skills.
• Intermediate knowledge of web-based technologies and both Macintosh and PC systems.
• Some travel required (5-10%).
• Ability to work on some weekends.

Schedule

Sunday–Thursday, 2:00 PM–11:00 PM EST. We operate on a hybrid schedule with four in-office days per week (Monday–Thursday).

Pay

The expected salary range for this position is between $60,000 and $70,000. Actual pay will be adjusted based on job-related factors permitted by law, such as experience, training, geographic location, and market factors.

Benefits

• Health, dental, vision, life, and disability insurance.
• 401k Retirement Program with a 6% employer match.
• Flexible Time Off (FTO) Policy.
• 12 paid holidays.