Manager, Client Support

Manager, Client Support

Bangalore, India

The Opportunity:

Anthology offers the largest EdTech ecosystem on a global scale, supporting over 150 million users in 80 countries. The company’s mission is to provide dynamic, data-informed experiences to the global education community so that learners and educators can achieve their goals.  

We believe in the power of a truly diverse and inclusive workforce. As we expand globally, we are committed to making diversity, inclusion, and belonging a foundational part of not only our hiring practices but who we are as a company. 

For more information about Anthology and our career opportunities, please visit www.anthology.com.

Anthology is the industry leader in developing web-based learning platforms for the educational community. Our Client Support team has a proven track record of delivering high quality technical support to our customer base. We are looking for a motivated, technically-savvy and customer service-oriented Manager to join our Client Support team. This is a highly visible position within our company and our entire global client base.

Anthology's Global Client Support team works with clients to solve a wide variety of technological challenges. Our analysts work in a dynamic, fast-paced environment, and interface directly with clients to troubleshoot and resolve issues, ensuring the success of teaching and learning at client institutions.

The Manager, Client Support will play an integral role in the success of the Support team.

Primary responsibilities will include:

• Overseeing the day-to-day operations of Client Support and provides leadership to its team members.
• Monitoring work queues and call flow. Balancing team’s workload to ensure Support meets productivity and quality standards
• Serving as first point of contact for escalations. Assisting in resolving client, product, and service issues
• Reviewing and reporting to management the weekly department metrics and capacity planning, etc.
• Monitoring through ad-hoc audits the quality and timeliness of the team’s deliverables to clients
• Recognizing re-occurring problems; leading brainstorming meetings, suggesting and implementing process improvements, in conjunction with support staff and other departments
• Communicating between teams and assisting in coordinating activities across multiple departments
• Organizing and scheduling team resources to ensure adequate coverage, including late shift, pager schedule, holiday, etc.
• Continuously promoting knowledge assimilation, technical documentation, and sharing among team members
• Proactively managing clients to ensure high level of client satisfaction
• Working with Director to plan and strategize the training requirements, direction of the team, and ways to exceed operational targets
• Assisting in hiring and orienting new employees. Mentoring and guiding employees and addressing employee issues
• Conducting employee performance appraisals

The Candidate:

Required skills/qualifications:

• Bachelor’s Degree
• A minimum of 5 years’ experience providing client services in a similar industry
• A minimum of 3 years of experience in a management role managing support professionals
• Previous experience managing team within a support organization
• In-depth working knowledge of departmental operations
• Excellent client satisfaction skills, proficiency in prioritizing critical client issues and related problem resolution abilities
• Effective interpersonal and written communication skills required
• Ability to assess performance and provide motivational support to team members
• Effective time management skills and ability to work under pressure
• Fluency in written and spoken English

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Blackboard is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.