Customer Care Manager

About the role

Walden University is seeking a Customer Care Manager to lead its front‑line support team. The role combines people management, service strategy, and hands‑on technical assistance to ensure a seamless online learning experience for students worldwide.

Key responsibilities

• Supervise and develop a team of customer service professionals.
• Design, implement, measure, and track customer service strategies across email, phone, and live chat.
• Collaborate with cross‑functional teams to deliver consistent, high‑quality service.
• Provide front‑line support for web browsers, internet connections, and email applications.
• Maintain compliance with all company policies and standards.
• Perform additional duties as assigned, including occasional travel (5‑10%).

Required profile

• Bachelor’s degree required; Master’s degree preferred.
• 3‑5 years of relevant experience, including mid‑level management.
• Experience in an organization that blends academic and business functions is a plus.
• Strong customer service orientation and project‑management capability.
• Ability to thrive in a fast‑paced, constantly changing environment.

Required skills

• Troubleshooting of web browsers, internet connections, and email applications.
• Knowledge of database applications.
• Familiarity with eLearning software platforms.
• Advanced proficiency with Microsoft Office Suite.
• Intermediate understanding of web‑based technologies.
• Experience with both Macintosh and PC systems.

What we offer

• Hybrid work schedule (four in‑office days, Monday‑Thursday).
• Salary range $60,000 – $63,000 per year (adjusted for experience, location, etc.).
• Comprehensive benefits package including health, dental, vision, life and disability insurance.
• Opportunities for professional growth within a leading online university.