At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each current addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:
“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”
Our Vision starts with our values—Hungry, Humble and Smart. We are looking for team members who model drive for results. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.
The Role:
As a Assistant Manager / Manager, Support Team, you will overse the operations and performance of the Support team. Reporting to the Sr. Manager Operations, you will ensure that all team members are working together to achieve our Client Satisfaction goals.
The Responsibilities:
Inbound Operational Excellence & Service Delivery
SLA & Queue Management: Ensure all inbound channels (calls, chats, emails) meet Service Level Agreements by maintaining an Abandonment Rate of • Queue Efficiency: Monitor and optimize Average Wait Times, targeting 90Sec minutes for calls and 180sec for chat interactions.
Quality Assurance & Client Satisfaction
• CSAT Excellence: Achieve and maintain a Customer Satisfaction Score (CSAT) of 75% based on direct client feedback.
• Quality Audits: Deliver a minimum Internal Audit Score of 95% by ensuring all team interactions are handled accurately, professionally, and in accordance with brand protocols.
• Escalation Control: Maintain a target of zero escalations from internal or external clients through proactive de-escalation and floor support.
Performance Coaching & Talent Development
• Bi-Weekly Coaching: Ensure 100% completion of Bi-We