Manager of Customer Support

About Niche

Niche is the leader in school search. Our mission is to make researching and enrolling in schools easy, transparent, and free. With in-depth profiles on every school and college in America, 140 million reviews and ratings, and powerful search tools, we help millions of people find the right school for them. We also help thousands of schools recruit more best-fit students, by highlighting what makes them great and making it easier to visit and apply.

Niche is all about finding where you belong, and that mission inspires how we operate every day. We want Niche to be a place where people truly enjoy working and can thrive professionally.

About the Role
We’re looking for a Manager of Customer Support that will be responsible for a variety of systems and projects that support our user base of more than 10 million visits per month. You’ll own a wide range of projects and workflows - big and small, exciting and mundane - whatever it takes to make our product better and keep customers happy. You’ll also lead a small team focused on helping users have a great experience with Niche. From answering questions on Niche data sources to troubleshooting user account issues to creating content for our user resource center, the User Success team plays a critical role both internally and externally. 

What You Will Do

During the 1st Month:

  • Start building relationships and trust with your direct reports and key stakeholders
  • Learn our site, user and client behavior, and product offerings so you can communicate effectively to internal and external stakeholders
  • Study the industry and learn about our competitors
  • Begin training in Zendesk (ticketing), Asana (workflow), and Sage (content moderation)
  • Learn user related operational processes and workflows - registration, reviews, search, scholarships, etc.
  • Begin responding to questions from Niche’s users


Within 3 Months:

  • Demonstrate day to day ownership of user related operational processes and strategy to include reviews of user generated content as well as managing personal identity information requests from our user base
  • Display consistency and comfort responding daily to user inquiries and open ended questions
  • Gain foundational knowledge base of data sources,  data collection, and publication policies
  • Develop a deep understanding of Niche rankings and grades
  • Continue Zendesk, Asana, and Sage training - Gain deeper knowledge of the platforms related to team’s use

Within 6 Months:

  • Own processes to efficiently maintain, scale, and optimize the User Success team
  • Dig deeper to gain a better grasp of data sources, collection, and publication policies - demonstrate your knowledge of Niche data and policy through more in depth responses to user inquiries
  • Be able to comfortably field any inbound inquiry in response to various workflows and lead your team through challenging user scenarios.
  • Advocate for and work towards alignment with key stakeholders while working to improve the user experience on site

Within 12 Months:

  • Display deep knowledge of data sources, collection, and publication policies
  • Show mastery of recurring workflows related to Niche user account policies and maintenance (e.g. deactivate my account, password resets, etc.)
  • Demonstrate a deep understanding of the Niche site, registration flows, user review flows, scholarship pages, and more
  • Identify opportunities for internal workflow improvement and documentation 

What We Are Looking For

  • Bachelor’s degree
  • Prior management experience in a Customer Success/Support environment
  • Experience scaling high volume customer ticketing systems (e.g. Zendesk)
  • Experience managing user resource/knowledge centers
  • Relentless work ethic - eager to solve one problem and move on to the next
  • Able to balance being very attentive to detail while also working quickly
  • Fearless and thick-skinned. Must be able to calmly field inquiries from upset customers
  • Ability to thrive in a fast paced, team-oriented environment
  • Superior critical thinking, research, and writing skills - must be able to find and clearly articulate answers to hard questions  

Why Niche?

  • Full time, salaried position with competitive compensation
  • Comprehensive health plan, including vision and dental, provided at no cost to the employee.
  • 20 PTO days, 10 Paid Holidays and 3 Volunteer Days Off per year
  • Parental leave
  • Stock options and 401(k) with employer match
  • Your ideas and work will make an immediate impact on our company and millions of users

Niche will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening.

Candidates only.  No recruiters or agencies, please. All of our open positions are located in our Pittsburgh, PA office and we are also open to remote candidates. Sorry, we do not offer relocation assistance.

Niche is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.

As interviews are being held remotely, if there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

 

 

 

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Working at Niche

Niche is a rapidly growing team, headquartered in Pittsburgh, with employees throughout the U.S. Read more about Niche and learn more about our team.

We believe people deserve the highest quality information, guidance, and tools to inform their biggest life decisions, like selecting their school. Join our team to help solve the hard problems and make it easy for people to find where they belong.

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