Teresa Salvatore
Director of Customer Support @Wonderschool
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WORK HISTORY
Director of Customer Support @Wonderschool
Manage and train overseas support team to provide high quality customer support. • Manage support team costs in line with pre-agreed company budgets. • Write playbooks from scratch and revise existing playbooks on a high frequency as new data points emerge. • Build, manage, and maintain a customer support knowledge center with a searchable framework for product Q&A content and robust resources for customers. • Develop and report on Net Promoter Scores and overall customer satisfaction metrics. • Personally manage high risk 1:1 accounts and proactively problem solve and avoid churn. • Provide quantitative data back into product and CS team where relevant eg: recruitment feedback; product challenges. • Be a proactive partner with leadership team for any new strategic initiatives such as pricing tests, sales renewals, and create a nimble testing ecosystem using the support team as the backbone.
EDUCATION
The School for Field Studies
Study Abroad, Wildlife Management and Conservation
Cornell University
Bachelor’s Degree, Natural Resources and Conservation
ABOUT TERESA SALVATORE
A passionate and enthusiastic educator who has worked in schools and the field of ed tech with roles specifying in project management, data analysis, customer support, and onboarding, An experienced team manager with a strong background in building out and documenting processes for scale.
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