Community Operations Manager (Chicago or Miami)

| Chicago
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Instawork is a mission-driven (and fast growing) company looking for top talent to help us scale our labor marketplace. Our team is composed of talented and dedicated individuals who are passionate about creating economic opportunity for businesses and skilled hourly professionals. Our headquarters is in San Francisco, with hub cities across the U.S., Canada, and India. Our company values are our North Star, guiding us as we craft impactful products and to be extraordinary colleagues to each other. 

We have been fortunate to be funded by some of the greatest technology investors supporting us on this journey, including: Benchmark (Bill Gurley), Greylock Capital, Y Combinator, and many more. Leveraging our accelerating growth, we will continue to grow our team and to expand globally in order to revolutionize the labor market.

We are looking for a motivated and experienced Customer Support Manager. The Customer Support Manager will be responsible for driving superior customer support to business partners and professionals through policies, procedures, and setting of goals. 

The ideal candidate will have proven experience working in a customer support position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to team members.

Responsibilities

  • Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team to achieve 
  • Manage the customer support department’s day-to-day functions, optimizing for efficiency and scale
  • Manage and develop Community Operations Team Leads, assist with monitoring their specialists’ overall performance
  • Own the success metrics and key performance indicators for your tier of Team Leads and Specialists, specifically for operational efficacy and customer satisfaction
  • Identify barriers to operational excellence and develop new processes to increase efficiency among the team and within the organization
  • Implementing customer support processes to enhance customer satisfaction
  • Manage the end-to-end process improvement cycle by reporting, analyzing, planning, and implementing workflows and processes designed to elevate the Community Operations team’s performance
  • Plan workforce management for optimal coverage, considering unknown operational challenges or sudden changes in staffing or coverage needs. Develop a business contingency plan for your team
  • Motivate team members through strategic team-building and communication initiatives. Maintain morale through establishing trust among Specialists and Team Leads
  • Execute various projects to facilitate improvements for the customer experience, including process standardization and performance reporting
  • Manage stakeholder internal and external communications; de escalate customer relations and prevent churn through cross-collaboration and effectively managing expectations
  • Deliver expertly on initiatives across business functions. Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk
  • Collaborate with organization leaders on full-scale projects that enhance the Instawork brand and increase engagement
  • Investigate low customer satisfaction scores and negative customer feedback, identifying the root cause, and creating an action plan for current and future resolutions

Who are you?

  • 5+ years of experience working in customer support, preferably in the technology services industry
  • 3+ years leading remote or diverse teams, preferably in the marketplace or technology services industry
  • Strong analytical and decision-making skills, able to effectively problem-solve with few resources
  • Ability to establish innovative practices aligned with the business goals and performance indicators
  • Experience measuring the risk or reward of implementing new initiatives and provide detailed data-driven analysis
  • Demonstrated success with scaling support organizations, including change management and communication
  • Proven ability to motivate, influence, and work effectively with different levels of employees and diverse groups
  • Ability to tailor communications for effective management of objectives, presenting to senior leadership, and handling crises
  • Expert time management and prioritization skills and works well under constraints or high demand
  • Experience with managing organizational communication is strongly preferred
  • Experience with managing BPO preferred

Instawork's Values

  • Bias for Action -- We are a growing team and an evolving product. We want a team of do’ers to drive the company forward, even if it means making decisions with incomplete information or being wrong.
  • Act Like an Owner -- Treat this company as though it is your own. Execute on the fundamentals, and act creatively to drive growth. Your ability to drive impact in any part of our company is only limited by your courage and conviction, not your job title.
  • Always Be Learning -- We are changing an entire industry. We strive to learn from each other and get better each day, week, and month, so that our team’s learnings can compound and we can all improve, together.
  • Empathy, Trust, Candor -- Empathy for our business partners and professionals means we put ourselves in their shoes. Empathy for our colleagues means we are always upfront and honest with each other, which comes from trust.

Founded in 2016, Instawork is the leading flexible staffing solution for local, hourly professionals. Its digital marketplace connects thousands of businesses and more than one million workers in the U.S., filling a critical role in local economies. Instawork helps businesses in food & beverage, hospitality, and warehouse/logistics industries fill temporary and permanent job opportunities in more than 25 U.S. markets. For more information visit www.instawork.com

We value diversity on our team and firmly believe Instawork is stronger when we hire people who make their own unique contributions to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply. 

To learn more about our company values, please visit: https://info.instawork.com/about

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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages

Location

Chicago, IL

What are Instawork Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Mentorship program
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