Family Support Team Lead

May 24, 2024

Job Description

Act as a reliable mentor guiding countless families to explore, strategize, and access top-notch educational opportunities for their children.

Facilitate schools in adapting and functioning as agile entities necessary for their survival and optimal service to future families.

Establish a company culture where individuals can excel in their careers, consistently tackle intricate challenges in innovative ways, and generate distinctive value globally.

Our journey begins with our groundbreaking financial aid application, initiated in 2022 and now embraced by over 700 private K-12 schools and 100,000 families. Building on this success, we’re embarking on our next venture, slated for launch in 2024, poised to address a range of issues for schools and families alike.

Your Role:

As the Family Support Team Lead, reporting directly to the Director of Support, you’ll play a dual role, contributing to support operations while overseeing a team of Family Support Representatives.

Your Responsibilities:

  • Onboarding and training new support team members.
  • Crafting thorough training and protocols to ensure uniformity, precision, and compliance with data security standards.
  • Monitoring team performance, customer satisfaction, and support objectives achievement.
  • Addressing support inquiries from families through various channels including chat, email, and phone.
  • Assisting in internal and external documentation efforts.
  • Engaging in initiatives supporting schools and internal teams.
  • Serving as a primary resource and liaison for your team members.
  • Collaborating with the Director of Support on refining processes or product features to enhance the overall family user experience.

Traits We’re Seeking:

  • Excellent verbal and written communication abilities.
  • Genuine passion for assisting people in resolving their issues.
  • Prior experience in customer-facing roles or teams.
  • Previous call center management experience.
  • Demonstrated leadership skills in guiding teams toward operational goals.
  • Strong multitasking, prioritization, and time management skills.
  • Comfort with technology and a quick learner of new systems and software.
  • Self-motivated with a thirst for learning.
  • Possesses a growth mindset, eager for personal and professional development opportunities.
  • Committed to upholding data security standards.

Perks:

  • Join a growing company with ample opportunities for personal and professional advancement.
  • Enjoy a fully remote work environment.
  • Generous paid time off.
  • Company-sponsored gatherings and off-site events.
  • Stock ownership in Clarity for all team members.
  • Competitive salary.
  • Comprehensive company-sponsored health, medical, and dental insurance.

Clarity Financial, Inc. (DBA “Clarity”) is an equal opportunity employer, fostering diversity and inclusion in the workplace. We strictly prohibit discrimination and harassment based on various protected characteristics as outlined by federal, state, or local laws. Our hiring decisions are solely based on qualifications, merit, and business needs at the time.