Customer Service and Solutions Manager

Customer Service And Solutions Manager

At Learning Without Tears, we're more than just a company; we're a passionate, family-owned community on a mission to revolutionize education. We believe that learning should be engaging and joyful, which is why we create innovative, fun products and digital resources that empower educators and inspire children.

Every day, our commitment to collaboration and creativity propels us forward. We're dedicated to embracing change, striving for excellence, and simplifying processes to create a lasting impact in the lives of educators and learners alike.

Join our dynamic team and be a part of something truly transformative as we shape the future of education together!

The Customer Service And Solutions Manager is responsible for leading and further developing LWT's customer service and solutions team. This role focuses on ensuring that every customer interaction whether by phone, email, or chat, reflects LWT's commitment to responsiveness, accuracy, and genuine care.

The Customer Service And Solutions Manager will continue to evolve the team's structure, resources, and processes to strengthen overall service quality. This includes developing clear service standards, SOPs, and KPIs that prioritize timely and comprehensive support while maintaining efficiency and consistency across all communication channels.

A key focus of this role is building and mentoring a knowledgeable, confident, and collaborative team one that is equipped to address customer needs thoroughly and efficiently while fostering long-term satisfaction and trust from our customer base.

The Customer Service And Solutions group's objective is to provide a seamless, high-quality experience that supports customers throughout their relationship with LWT and reinforces the company's reputation for dependable and thoughtful service.

What You'll Be Doing :

• Build and maintain a strong sustainable team by attracting, developing, rewarding, and retaining talent.
• Cultivate a cohesive partnership between in-house and outsourced customer care teams to optimize performance, consistency, and customer satisfaction.
• Foster a culture of continuous learning, collaboration, and accountability.
• Refine and optimize workflows and processes to ensure a seamless, high-quality customer experience.
• Oversee customer interactions across phone, email, and chat to ensure consistency in timely, accurate, and effective responses.
• Set and uphold service standards (SOPs and KPIs) that emphasize quality, efficiency, and customer satisfaction.
• Analyze customer feedback through various channels and trends to identify opportunities to improve the overall customer experience.
• Partner with other departments such as Sales, Account Management, Product, and other groups within Operations to understand the full customer journey and align support efforts with company goals.
• Leverage quality systems and technology to drive efficiency, accuracy, and continuous improvement.
• Support change management initiatives as the department and organization evolves to meet growing business needs.
• Demonstrate curiosity and initiative in identifying opportunities to enhance service delivery and drive positive change.
• Perform additional responsibilities and duties as assigned to support the overall success and efficiency of the Customer Service & Solutions function.

Your Experience & Qualifications :

Why Work with Us?

Mission-Driven Impact : Join a team passionate about making a difference and driving positive change. Growth and Development : We invest in your success with ongoing learning and career opportunities. Work-Life Balance : Enjoy flexible work options, generous PTO, and wellness support. Inclusive Culture : We foster a diverse, collaborative, and supportive workplace. Competitive Benefits : Receive competitive pay, comprehensive benefits, and employee recognition.

Apply now at https : / / www.lwtears.com / join-our-team

Learning Without Tears is an Equal Opportunity and Affirmative Action Employer.