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Teacher Care, Team Lead

The Teacher Care Team Lead leads a team that provides telephone, email, and chat support to teachers who use Imagine Learning products in their classrooms. Their main function is to ensure optimal understanding and application of Imagine Learning educational products by teachers in order to facilitate positive learning outcomes for students. The Team Lead takes ownership of, documents, and achieves timely resolution to new or outstanding teacher issues and maintains a tone of professional care for our teachers and their effective usage of our product.

The Teacher Care Team Lead works closely with the Customer Care Manager and Customer Success department to build a new team to perform the above responsibilities. The Team Lead helps to engineer processes and procedures associated with the implementation of the Teacher Care team within the Customer Care team.

Qualifications

Education/Certification

  • College degree in education-related field, or comparable work experience preferred 

Required Knowledge

  • Knowledge of math, literacy, bilingual and dual language curriculum and research preferred 

Required Experience

  • Leadership or management experience required
  • Team-building experience preferred
  • Previous classroom teaching experience preferred
  • Preferred experience teaching or training adults 
  • Previous technical support or customer service experience preferred
  • Experience with computer operating systems (Mac and Windows) required
  • District or school administration experience preferred 
  • EdTech sales or implementation experience preferred

Skills/Abilities

  • Ability to demonstrate a passion for K12 public education 
  • Excellent communication and customer service skills
  • Intelligent ability to identify, investigate, and resolve technical issues via phone and/or remote tools
  • Ability to establish priorities, maintain schedules, and manage time effectively
  • Ability to successfully interact with customers via phone, e-mail, or remote support tools
  • Ability to work with customers in challenging circumstances to resolve concerns
  • Foreign language fluency (especially Spanish) preferred
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