About the job Director, Customer Support & Proctoring - REMOTE
Director, Customer Service & Proctoring
Reports To: CEO
Full time, remote position
This position is remote and may be located anywhere globally, with the requirement of coordination with U.S. East Coast team.
Rosalyn is transforming academic integrity, online assessments, and student experience with Human-in-the- loop-AI proctoring technology. We are experiencing hyper-growth and we are looking for a Director of Customer Success & Proctoring Operations. You will be a key member of the team reporting to the CEO and will maintain control of diverse operations across a workforce of global employees.
The Director of Customer Success & Proctoring Operations role will leverage an existing support team currently serving our language translation & testing customers, as well as build out an additional global organization as we grow. This role is positioned to become a key leadership role as Rosalyn expands worldwide.
What you’ll do
Build and manage customer success and proctoring organizations worldwide from inception to roll-out.
Lead Customer Support for students, instructors, technical implementation teams, and developers
Manage current staff and assignments for language customers, improving systems and processes.
Create processes & train language team to serve as proctors and support for Rosalyn.ai services
Build & manage customer support ticketing & communication tools & systems
Create & manage knowledgebase content, and outward-facing messaging
Manage staffing partner, and/or hire, train and manage agents to scale globally
Serve as customer support agent, assisting customers as needed.
Provide customer feedback to product team for future product planning
Work with sales operations and product leaders to identify baseline metrics for tracking interaction and satisfaction with customers.
Support key accounts as account manager as needed
Lead Proctoring Organization which monitors and verifies exam incidents reported by Rosalyn’s AI.
Develop and oversee a global organization, supporting a wide variety of students and institutions.
Establish staffing plans, through agency management and/or direct hires.
Manage proctoring partner, and/or ire, train & manage proctors
Build and manage scheduling system to support highly flexible scheduling model requirements
Serve as proctor as needed
Undergraduate degree in business or communications required
Expert knowledge of support systems, staffing, and measurement methodologies
Proven experience working in a SaaS environment is mandatory; experience in higher education preferred
Prior experience as Director of Operations, Customer Support, or relevant role preferred
5+ years in a management role with a global service organization
Must demonstrate past experience building teams and functions from scratch
Proven experience organizing and directing multiple teams and departments
Extremely versatile, dedicated to efficient productivity
A strong work ethic and ability to drive this in others
A customer-centric mindset and curiosity in the end-user experience