This job listing expired on May 19, 2021
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Osmo is an award-winning accelerated learning system that changes the way children interact with games. Osmo games combine physical interactions with digital experiences to make learning fun.

In 2019 Osmo was acquired by Byju’s, a highly successful company focused on making learning fun. This puts Osmo in a unique position, still acting as a small company, but with the backing and resources of a much larger one. Byju’s has recently raised $540 million, and was valued at over $10 billion.

The Role: We are looking for a talented customer- facing, detail oriented, and compassionate Technical Support Manager to join our expanding Customer Experience team. This role will champion the user experience both internally, externally and manage our global distributed teams.

About You

  • Passionate about delivering an outstanding customer experience
  • Excellent active listening, verbal & written communication skills
  • Analytical, fact & metric-driven
  • Creative and rational mind - able to analyze a situation and find the best resolution
  • Effective at leading a team through growth & scaling
  • Strong technical skills in Apple & Fire ecosystems, software and gaming
  • Experience with Zendesk, Salesforce Service Cloud, Jira or the equivalent
  • Highly motivated and able to work both independently and as a part of a distributed team

Reponsibilities

  • Expertise in the full suite of Osmo and Byju’s product offerings
  • Ownership of the end-to-end tech support process & metrics
  • Leadership of a globally distributed tech support team
  • Use of a variety of continuous improvement tools & techniques to drive process improvement
  • Internalize the tone and voice of the Osmo and Byju’s brands by bringing that understanding to bear to all customer communications
  • Collaborate with Product and Engineering teams to help resolve complex technical issues, and document product bugs
  • Effectively participate in the product release cycle to ensure that support readiness requirements are met for new products and that the support staff are well trained and informed

Requirements

  • Bachelor’s Degree
  • 5+ years relevant work experience
  • Tech Support experience in a software, gaming, EdTech or high tech environment
  • 2+ years of experience managing a team
  • Ability to lead change by effectively building commitment and winning support for initiatives
  • Proven capability of having successfully delivered on support metrics and managing a global support team