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Customer Support Manager
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**No healthcare experience required**
**This is a Mexico, City Mexico based Customer Support Manager position overseeing a Peru Customer Support Team on a full-time in office schedule.**
Status: Full time, with benefits (Health, dental, etc.)
Start Date: As soon as available
*No healthcare experience required
Hours: 8am-5pm, Monday-Friday, in office role (5 days per week in the office) with overtime as needed and should be expected.
This position will also require availability for calls 24/7 to troubleshoot any urgent technical issues that could arise.
**Salary**: $55,000 - $70,000 USD annually (1,100,000 - 1,400,000 MX annually)
**Who is Nursing CE Central?**
Nursing CE Central is a private educational company serving nurses. We have over 500,000 users and represent one of the largest providers of CEU to nurses in America and worldwide.
However, we are a small and nimble team with less than 25 employees. The environment is fast-paced and hard working. You’ll need to be driven, ambitious, and an A-player to make it at Nursing CE Central. We live by our core values which are Innovate, Dedicate, Be Great, Collaborate and WIN.
**What it’s like working at Nursing CE Central**:
Working at Nursing CE Central is fast-paced and dynamic. As the Customer Support Manager you will be forced to think outside the box and pivot often. You will need to be willing to put the company first and focus on it 100% during working hours. If overtime and extra effort scare you this is not the position for you. This is not a relaxing desk job. This is a mission.
However, if you are a driven A-player who wants to push their abilities to the limit and grow, Nursing CE Central is perfect for you. You will have the room and ability to grow professionally and financially. And you will be surrounded by other A-players who are constantly pushing you to improve.
**PERSONAL VALUES that align with Nursing CE Central**:
At Nursing CE Central we are cognizant of the culture we are building. Below are some of the most important aspects of our culture:
- Empathy - Being aware of how your actions affect others and your role within the organization.
- Respect - For your superiors and the overall mission of the organization.
- Order - Working through problems systematically and with attention to detail.
- Relentless pursuit of growth - Putting the welfare and growth of the company before personal needs and emotional needs of others.
**Here are our CORE VALUES - This is how we operate every day.**
If these do not fully resonate with you, please do not apply. It will become apparent in the interview process and we only hire true culture fits who align with our core values.
- Innovate - How can we be better than the competition? Better than everyone else. How can we do things differently?
- Dedicate - Make a plan. Stick to it. Don’t give up.
- Be Great - Be the best at whatever you do. Take pride in your work. Mediocrity is the enemy.
- Collaborate - Be a team player. Encourage your teammates to be better. Challenge them and achieve more together.
- Win - Be number one Don’t stop striving for success. Never be complacent.
**Why work at Nursing CE Central?**
Working at Nursing CE Central is a great career move, both long-term and short-term. It provides both stability and room for growth for select employees.
- Top notch pay and benefits
- Fully paid health insurance after one year. 50% paid in year one.
- Retirement with company match
- Fully paid dental insurance
- Fully paid life insurance
- Paid vacation and sick time
**What will be my day-to-day Responsibilities as a Customer Support Manager? (On the job training provided)**
- You will also be working with other members of the team to optimize the experience for nurses and work through technical issues.
- Oversee customer support team
- Report on customer support metrics
- Investigate customer support issues
- Respond to reviews from customers (under 3 stars).
- Ensure customer's courses are reported and recorded properly.
- Work with management/IT to resolve any major user issues.
- Work with IT to test changes as they relate to the user experience.
- Understand the user experience & identify areas for improvement.
- Manage miscellaneous non-support projects as needed, with proper guidance, training, and support.
- Record daily metrics.
- Take the lead in setting up and overseeing tracking processes to ensure team efforts are aligned, measurable, and progressing toward key goals.
- This role is responsible for leading the growth and strategic expansion of customer service initiatives, this also includes building and scaling the CS team to support evolving business needs.
**What skill set is needed as a Customer Support Manager?**
- Ability to lead and manage a team.
- Ability to help online customers with questions and assist as needed with the online learning platform.
- Ability to communicate potential user experience or user flow issues to the rest of the team.
- A drive t
