12Twenty is a startup based in Santa Monica that is rapidly growing, and we are looking for a driven, savvy, and friendly Support Manager to help our customers become successful with our suite of solutions.

Our ideal candidate enjoys aiding others to achieve success. You should be detail-oriented, analytical, proactive, and able to quickly ascertain what clients are looking for and how to best meet their needs. We're looking for someone who is excited about helping 12Twenty further develop its reputation as the industry standard for student outcome and employment data.

Responsibilities

• Passionate about helping others to achieve success
• Become a 12Twenty product expert
• Manage a team of Customer Support Agents as well as their growth
• Run regular check-in meetings with Support Team
• Help handle inbound support emails and calls, ensuring a positive interaction and top-notch customer service every time
• Assist clients with overcoming technical problems and challenges as they arise
• Curate 12Twenty online how-to guides
• Create how-to articles and any other support collateral for our knowledge base that will improve the customer experience
• Collaborate with various internal teams to continuously resolve bugs and improve overall customer experience
• Report on weekly, monthly, and quarterly Customer Support metrics/analytics

Requirements

• Bachelor’s degree required
• 2-4 years’ experience in a customer service role
• Experience working in a fast-paced environment strongly preferred
• Exceptional written and verbal communication skills, with excellent phone etiquette
• Experience using support helpdesk software such as Freshdesk or Zendesk
• A collaborative, team-oriented work style, with great multitasking and time management skills
• Proficiency in Google Docs
• On-the-spot method when it comes to problem-solving
• A personable, positive, and patient attitude towards helping others succeed

Benefits

• Competitive salary, commensurate with experience
• Full benefits, including 401(k) option at 3 months
• Snacks are fully stocked at all times
• Catered lunch with the entire team every Friday – on us! 
• Great location in Santa Monica that is minutes from the beach