Job details
Job type full-time
Full job description
At instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the worldWith a growing number of hub cities across the country in the u.s., canada, india, and beyond, we’re looking for top talent to help rapidly scale our high-tech and high-touch labor marketplaceOur accomplished and dedicated team is passionate about our mission and committed to crafting revolutionary products, all with the backing of our world-class investors, including benchmark, spark capital, craft ventures, greylock capital, y combinator, and more!
Instawork, a digital marketplace that connects local businesses with skilled hourly professionals across the u.s., is seeking a community operations manager, with a proven track record of success to join our rapidly growing teamReporting to community operations head , this role serves as a critical member of the community operations team, and is responsible for leading and developing a team of up to 8-10 community operations specialists, responsible for their overall performance.This role requires experience handling complex or sensitive issues with stakeholders and follow-up documentation This is a results-driven position that requires management of the quality assurance program for community operations.
What you will do:
Lead and develop a team of up to 15 community operations specialists in the night shift, responsible for their overall performance.
Create performance goals for community operations specialists, monitor weekly progress toward specific goals.
Collaborate with the functional stakeholders across locations to monitor the efficacy 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.
Able to run the night shift independently and help drive productivity by working with support teams to remove hurdles for the team regarding any escalations
Be the point of contact for escalation within the real-time operations and urgent issues with stakeholders.
Manage the quality assurance program for community operations, performing weekly audits of specialists’ communications and reporting on quality assurance metrics.
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.
Who you are
6+ years of experience working in customer support, preferably in the technology services industry
4+ 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
Instawork values
Bias for action - we practice high-velocity decision-making, despite encountering ambiguity frequently.
Act like an owner - we have a strong ownership mentality, because of this, we work smart, hard, and longEvery person on the team has the potential to have a large impact.
Always be learning - we learn rapidly and eagerly, from different teams within and outside the companyRespectful debate makes our organization stronger.
Empathy, trust, candor - being empathetic to our users and each other helps build trust in our community and company and fosters successful decision-making.
About instawork:
Instawork`s goal is to be the essential hiring engine for all businesses that support an hourly workforceWe create flexible opportunities for workers to earn additional income, build new skills, and even test out new employers prior to accepting full-time positionsOur on-demand staffing app allows warehouse, distribution, and other supply chain employers as well as hospitality to connect with local skilled pros looking to take on additional shiftsOur technology allows for better matching between workers and employers and a world-class dispatching solution to ensure hiring targets far exceed the status quo.
We’ve been fortunate to be funded by some of the greatest investors in silicon valley: benchmark (bill gurley, uber investor), spark capital (nabeel hyatt, postmates investor), y combinator, sv angel, crunchfund, steve chen (co-founder of youtube), mike vernal (vp of product at facebook), among many more
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Posted 30+ days ago
