Customer Support Manager at 12twenty Inc.

| Santa Monica
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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

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases

Location

12twenty Inc. is located in downtown Santa Monica. Walking distance to the beach and to a plethora of coffee shops, we got you covered.

An Insider's view of 12twenty Inc.

What are some social events your company does?

Every summer we have a Beach Day when we close down early and head to the beach for volleyball and relaxing.
Our annual holiday party is always a blast.
Plus regular happy hours and coffee shop outings.

Matt Miller

VP Business Development

What are 12twenty Inc. Perks + Benefits

Culture
Eat lunch together
Team owned deliverables
Team based strategic planning
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking

Additional Perks + Benefits

Competitive Salary & Stock Options. Catered Friday Team Lunch. Beach days with volleyball, pizza, and beer. Unlimited healthy and not-so-healthy snacks.

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