Vice President of Customer Support

IXL Learning, a leading edtech company with products used by 8 million students worldwide, is seeking an experienced Vice President of Customer Support to join our growing team in Raleigh, NC.

The ideal candidate has a proven track record leading, developing and motivating technical support teams within high-growth technology companies to deliver exceptional customer support. In this role, you will own and drive the vision and strategy for technical support for IXL products, provide leadership to teams of customer support specialists, technical support analysts and customer support engineers and direct policy covering data privacy, security and compliance. The successful candidate will have the ability to be strategic while diving into the details and being hands-on. The individual will also have a high sense of urgency, strong executive presence, and an outstanding history of partnering with Engineering and Product

teams to deliver a world-class support experience.

The role is based in our Raleigh, NC office.

WHAT YOU’LL BE DOING

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• Lead department in mission of delivering an exceptional customer experience by

providing timely, accurate and knowledgeable assistance on technical issues related to

IXL products

• Utilize experience and strong communication skills to establish regular and on-going

customer feedback loops to product development teams, focusing on increasing

customer satisfaction and retention

• Develop expertise on new product features; in order to identify and proactively

troubleshoot potential bugs especially immediately after release

• Proactively partner with Product, QA and Engineering teams to resolve high priority

bugs quickly in order to problem solve customer issues and concerns, effectively

communicating resolutions with customers

• Champion a culture of continuous improvement and growth by enhancing training,

coaching and development programs within the department and across the customer

success team

• Develop, implement and maintain operational metrics and service level metrics via

customer support tools that will scale with organizational need and growth, while

ensuring customers are promptly, courteously and professionally serviced

• Innovate and develop new ways to achieve high levels of customer loyalty
• Actively collaborate with customer success, sales, engineering and product design teams

on product and organizational initiatives to develop and improve IXL’s products and

services

• Work with customer success leaders to represent the voice of the customer in product

design considerations and strategic planning processes

• Lead and assist in the development and implementation of policies related to data

privacy, security and compliance ensuring that IXL practices are aligned to industry

standards

WHAT WE’RE LOOKING FOR

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• BA/BS degree in computer science or related field
• Excellent manager and leader of people with the ability to earn the respect of a highly technical and top performing support team
• 10+ years of professional experience in technical support management for rapidly growing organizations, including demonstrated ability to lead support organizations of 30+ individuals
• Must have hands-on technical support experience and troubleshooting skills with a lead by example management style, and proven experience working with engineering and QA managers to resolve technical issues
• Creative and strategic thinker, with the skills, experience, and passion to scale a technical support department efficiently while maintaining a high quality customer orientation
• Proven track record of effectively working with other department heads and all levels within the organization to align strategies, remove roadblocks, and develop efficiencies that enhance the customer experience
• Passion for continuous improvement with the ability to analyze and enhance current processes through implementation of best practices
• Customer-centric attitude with experience liaising and resolving complex technical product issues with multiple internal and external stakeholders
• Exceptional communication and influencing skills with a proven track record of building strong relationships and driving results across organizations
• Ability to effectively prioritize and multi-task in a fast-paced, changing environment
• Passionate about education or a mission-driven orientation; Experience in K-12 is a plus