Who We Are

Our mission at Cybrary is to support the growth of a cybersecurity-enabled workforce. We believe the key to closing the cybersecurity skills gap is to arm cyber professionals with the skills they need to continuously develop in their field. Our enterprise-grade platform and rapidly expanding catalog support multiple types of learning, and allow for a personalized training experience for each user on the platform. With nearly 3 million users, Cybrary is well-positioned to close the employment and development gap in cybersecurity fields - and we're just getting started.

At Cybrary we value teamwork, collaboration, and trust. We look for people who operate with a growth mindset, who love to learn, and approach each challenge with an open mind. We welcome diverse perspectives, and those who embody the passion needed to disrupt the online and cybersecurity training industry. Our culture is shaped by fearless communication, nitro cold brew energy, collaborative community, and an up-for-anything attitude.

Headquartered in College Park, MD, Cybrary has been recognized as one of Washington D.C.’s Best Places to Work by Forbes and the Washington Post, and made Deloitte’s Technology #Fast500 as one of the fastest growing technology companies in North America.

The Senior Manager, Customer Experience is responsible for upholding and continuously improving standard operating procedures for excellence in customer support. In this role, you are on the front lines of crucial feedback loops, ensuring that Cybrary customers are heard and technical issues are escalated, and sharing critical feedback with members of the Product, Customer Success and Sales teams. You will manage communications with our learners and customers across multiple channels, identify trends in data and analytics, strategize cross-functional programs targeted at enhanced learner experiences, and lead a team of exceptional and motivated customer experience associates.

What you will do

  • Oversee the day-to-day business initiatives within the scope of Customer Experience (CX)
  • Develop, train, coach, manage and lead CX team members to ensure they are equipped with the skills and knowledge required to deliver exceptional, timely customer support for learners on the Cybrary platform
  • Measure day-to-day chat productivity and improve customer response times
  • Analyze weekly, monthly and quarterly data on CX handle time, resolution time, and customer satisfaction scores using Zendesk
  • Deliver routine reporting and status updates on Customer Experience trends, goals, and performance at team, department, and organization-wide meetings
  • Provide insight to executive team members on trends across areas of customer behavior
  • Build frameworks for Service Level Agreements, Key Performance Indicators, and evaluation of performance for the Customer Experience team
  • Serve as the escalation point for all Tier 1 and 2 troubleshooting while working alongside key internal partners to resolve Tier 3 and Tier 4 escalations
  • Act as the point of contact for chat vendor system requirements, system enhancements, and deployment
  • Create and maintain Customer Experience satisfaction surveys, feedback, and follow-up templates
  • Regularly interact with leadership to review strategies, and determine best practices needed to steer the CX team
  • Work with product team members to help solve customer problems and drive business value 
  • Cultivate relationships across the Cybrary Insider Pro Community
  • Develop ways to differentiate Cybrary’s B2C offering by providing superior support and networking connections for new members with the existing mentor community

Skills you bring

  • 3+ years experience serving as a Customer Experience Manager and/or team lead
  • 5+ years of hands-on experience working with or administering interactive chat support systems
  • Demonstrated leadership skills in developing people within a customer experience and/or customer service environment
  • Exceptional communication skills - you’re able to communicate routine and technical information and instructions clearly and effectively
  • Proven project management skills - experience working on multiple highly visible and time-sensitive projects
  • Record of identifying, planning, and executing scalable solutions to improve customer experience 
  • An inherent sense of urgency - you know how to sequence multiple competing priorities based on urgency and importance
  • Proficiency with Zendesk or other ticketing systems required
  • Previous experience in a rapidly paced, start-up environment preferred

What We Bring to the Table

Eligible employees qualify for the following benefits:

  • Stock options, as part of your overall compensation package 
  • 100% coverage of medical, vision, and dental insurance premiums for employees 
  • 50% premium coverage for dependents
  • Available HSA and FSA programs
  • Company-paid life insurance coverage
  • Company-paid short-term disability coverage
  • Flexible leave, with dedicated parent and bereavement leave policies 
  • 401(k) plan
  • Company-paid student loan repayment
  • Referral bonus plan

 

Cybrary is proud to be an Equal Opportunity Employer, and does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, physical or mental disability, national origin, veteran status or any other basis covered by applicable law.

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