Manager, Teacher Support
Job Details
Management
Participate Learning - Chapel Hill, NC
Manager, Teacher Support

Who We Are

Participate Learning's mission is to unite our world through global education by creating global, cultural and language connections that empower students and educators to positively impact the world. For over 35 years, educators have used Participate Learning’s professional development and curriculum, language acquisition and cultural exchange teacher programs to create engaging learning environments that integrate technology, cultural literacy and other 21st century skills into classroom instruction. We are a proud B Corp and ‘Best for the World’ honoree headquartered in Chapel Hill, North Carolina.

At Participate Learning, our most important asset is our staff. We offer a comprehensive benefits package that reflects this. We offer health coverage, flexible spending accounts, paid disability, wellness bonus, maternity/paternity leave, generous vacation, paid sick time and federal holidays. Additional perks include 401(k) match, adoption assistance, infant-at-work program, work-from-home options, cell phone reimbursement, fully-stocked kitchen, onsite gym and volunteer time off.

 

Position Summary 

The Manager, Teacher Support manages the life and logistics support for new and existing international  teachers to assist the teachers in their successful transition to living and working in the U.S. The Manager, Teacher Support leads and coordinates the Local Advisor program, pairing veteran teachers with incoming teachers as a local resource for guidance and assistance. This position helps promote a high retention rate of our teachers and is an important goal of this position and the Teacher Resources team.  The Manager, Teacher Support monitors & documents ongoing teacher transitional issues, resignations and terminations, transfers, and any issues of a critical nature. The position reports to the Associate Director, Teacher Resources and manages a team of Teacher Resources support staff in the US and Costa Rica.  

 

Essential Functions:

  • Manage customer services call center operations for Ambassador Teachers and schedule staff to ensure adequate coverage at all times.

  • Develop and maintain customer service standards for Ambassador Teacher life and logistics support. Monitor customer service efforts to ensure compliance with company policies.

  • Manage the performance of Teacher Support staff by providing coaching and feedback.

  • Manage the Local Advisor program to provide support to first-year teachers ensuring a smooth transition to their local communities. 

  • Research new support service opportunities at the regional level to enhance the Ambassador Teacher experience and maintain the retention and renewal levels.

  • Coordinating with Partnerships and Placement teams, conduct check-ins once or twice a year (as needed) with partner districts/states to identify needs and evaluate the effectiveness of the support resources provided by PL and partners.

  • Address teacher concerns professionally and compassionately including explaining and enforcing policies clearly, managing emotional issues firmly yet compassionately, and explaining procedures and follow-up for problem resolution.

  • Ensure teachers’ inquiries are addressed in a timely manner, documented appropriately in Salesforce, and followed up and critical situations and escalated as needed.

  • Consults with General Counsel and the legal department as needed to resolve potential legal or critical situations.

  • Proactively identifies support opportunities by noting and investigating current trends in teacher questions and issues and working with various departments for coordinated support efforts, and developing strategies for support.

  • Ensure continuous engagement in Participate Learning’s communities of practice. 

  • Works to continuously improve the satisfaction and retention rate of teachers and decrease the resignation/termination rate.

Key Knowledge, Skill, Ability, and Education Requirements
  • Bachelor's Degree in education or related field and prior K-12 teaching experience preferred.

  • Minimum 3 years of experience in providing support activities and planning related events, preferably in an education setting. 

  • Management and customer service experience preferred.

  • Strong leadership and high-level interpersonal skills with the ability to work effectively in a team environment.

  • Strong written and oral communications skills.

  • Experience living abroad and/or second language preferred (Spanish is a plus).

  • Self-starter, detail-oriented, organized, able to take ownership of projects quickly and drive projects until completion.

  • Strong organizational skills in routine as well as time-sensitive situations, ability to prioritize, multi-task, and follow through.

  • Analytical and pragmatic problem-solving skills, applying good discretion and judgment

  • Skill to problem solve independently, review own work and the work of others in order to identify and correct errors. 

  • Ability to work in a fast-paced, dynamic environment and to influence and positively lead change and transition.

  • Comfortable with the use of technology and tech tools for communication, documentation, and community building.

  • Ability to solve complex problems under time pressure.

  • Ability to work collaboratively with a wide range of stakeholders.

  • Skill to effectively communicate with international educators from diverse backgrounds to resolve issues or answer questions

  • Ability to work weekends and/or evenings as required, especially during the summer months. 

  • Due to the nature of our work with teachers and schools, COVID-19 vaccine is a requirement for new hires, however the company will consider accommodations for disability and religious reasons.

 

Key Measures 

  • Teacher retention rates (renewal & res/term goals)

  • Survey feedback (program review surveys of teacher satisfaction, event feedback etc.)

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