Customer Advocacy Lead at Macmillan Publishers

Macmillan Publishers

Customer Advocacy Lead

Customer Experience CUSTO01235

  • Full-Time
  • Remote

Job Details


Key responsibilities/tasks

  • 20%
    • Lead daily issue tracking call to expedite escalation processing (review, replicate, and report) from tier 1 & 2, sales specialist and managers.
  • 30%
    • Manages Product Support team members, leading 1:1s and product support team meetings.
  • 25%
    • Document trends and synthesize findings to report out and advocate for change process improvement initiatives both in product and process reviewing for efficiency, and process improvement.
  • 5%
    • Leads communication with aggravated Customers with CX leaders when appropriate.
  • 20%
    • Work cases in Product Support/CX queues


  • Some College

Skills/experience required:


  • 3+ years’ experience in customer service
  • Works collaboratively across groups
  • Ability to analyze raw data and synthesize readouts
  • Exhibits varied oral and written communication styles for different audiences
  • Looks for ways to improve/promote quality
  • Prioritizes effectively and performs well under pressure
  • Strong interpersonal skills and commitment to resolving problems


  • Experience with educational technology and/or working with instructors
  • Works well in group problem-solving situations

Key relationships:

  • Contact Center – Vendor team and Macmillan Learning SVP and manager
  • Directors, Customer Experience
  • Product, Engineering
  • Sales (Managers, Specialists and Reps)

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