Coursera is a leading online learning platform for higher education, where 53 million learners from around the world come to learn skills of the future. Nearly 200 of the world’s top universities and industry educators partner with Coursera to offer courses, Specializations, certificates, and degree programs. 2,300 companies trust the company’s enterprise platform Coursera for Business to transform their talent. Coursera for Government equips government employees and citizens with in-demand skills to build a competitive workforce. Coursera for Campus empowers any university to offer high-quality, job-relevant online education to students, alumni, faculty, and staff. Coursera is backed by leading investors that include Kleiner Perkins, New Enterprise Associates, Learn Capital, and SEEK Group

We are looking for an great HelpDesk Manager to join our growing IT Team! You will be responsible for leading our amazing technical support team to provide excellent customer service and resolve all technical issues both domestically and internationally.

As a HelpDesk Manager, you'll have a solid technical background combined with excellent customer service experience, a problem-solving attitude with the ability to motivate your team to achieve team and organizational goals to ensure high-quality technical support and increase client satisfaction.

Responsibilities:

• Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc.
• Oversight and participation in Change Management as it relates to Customer Support.
• Leading by example to cultivate and maintain a culture built on teamwork and collaboration.
• Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
• Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to the customers
• Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement.
• Vendor, contracts and invoice management
• Lead efforts to hire, develop, and build a technical team.
• Represent the Platform, Product, and Coursera effectively with customers

Requirements:

• A minimum of 6 years of technical support and service management experience with a minimum of 3-4 years in a supervisory role is required.
• Experience managing Enterprise support in a complex environment in a web-based service and technology
• Proven capability of having successfully delivered on support metrics and managed support team.
• Customer-first Mindset and a “Get it done” attitude are critical success factors for this role.
• Demonstrated ability to provide exceptional internal and external customer care.
• Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses.
• Ability to lead change by effectively building commitment and winning support for initiatives.
• A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards.
• Strong analytical and problem-solving skills.
• Excellent communication skills, both oral and written

Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at [email protected].

Please review our CCPA Applicant Notice here.