Lead and develop a team of up to 8-10 Community Operations Specialists, responsible for their overall performance
Create performance goals for Community Operations Specialists, and monitor weekly progress toward specific goals
Collaborate with the Operations Coordinator to monitor the efficiency of the daily operations, and anticipate barriers to operational success
Be the subject matter expert for all of Community Operations policies and procedures, preventing misinformation to external stakeholders by effectively monitoring communications and coaching specialists
Manage the quality assurance program for Community Operations, performing weekly audits of specialists communications and reporting on quality assurance metrics.
Be the point of contact for escalation within the real-time operations and urgent issues with stakeholders
Monitor customer satisfaction of individual specialists and the team s overall performance, weekly.
Investigate low customer satisfaction scores and negative customer feedback, identifying the root causes and creating an action plan for current and future resolutions.
Own proactively identifying opportunities to engage Instawork s power users and top-quality customers.
Improve team members productivity through weekly knowledge sessions and sharing insights on how to increase efficiency.
Collaborate with leadership on Community Operations recognition and engagement initiatives, actively highlighting best practices and top performance within the team.
Regularly communicate with senior leadership regarding the team s performance, opportunities for improvement, and contribute to projects designed to enhance the customer experience.
What Were Looking For
5+ years of experience working in customer support, preferably in the technology services industry
2+ years leading remote or diverse teams, preferably in the technology services industry
Proven ability to provide urgent resolutions for high-priority issues and escalations
Experience handling complex or sensitive issues with stakeholders and follow-up documentation
Ability to expertly navigate complex tools and troubleshoot issues with internal and external products
Demonstrated success among all performance metrics, especially productivity and quality.
Proven ability to motivate, influence, and work effectively with the organization s stakeholders
Experience in mentoring new hires and contributing to their onboarding process
Proven ability to demonstrate organizational values and role model positive behaviors for a team
Experience with performance reporting and analytics is strongly preferred
Should be open to work in a 24/7 environment with rotational shifts and week offs
