Community Operations Manager
At Instawork, we’re driven by our vision to create economic opportunity for local businesses and skilled hourly professionals in communities around the world. With a growing number of hub cities across the world 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 marketplace. Our 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!
We are looking for a motivated and experienced Customer Service Manager. The Customer Service 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.
What You'll Do
- Manage the customer support department’s day-to-day functions, optimizing internal & external facing processes for efficiency and scale
- Own Key Performance Indicators (including but not limited to: CSAT, productivity, Quality, adherence, etc.) for your team, manage processes to achieve goals, and motivate and train your team to achieve success
- Collect data and analyze data to identify operational and customer experience issues. Recommend data driven solutions to drive overall support experience
- Motivate team members through strategic team building and communication initiatives. Maintain morale through establishing trust among Specialists and Team Leads
- Manage and develop Community Operations Team Leads & specialists, assist with monitoring their specialists’ overall performance
- Respond and handle customer inquiries including but not limited to frontline and escalation cases
- Identify and implement solutions to achieve operational excellence
- Own and manage the end-to-end process improvement cycle by reporting, analyzing, planning, and implementing workflows and processes designed to elevate support experience and achieve operational excellence
- 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
- Collaborate with internal business stakeholders to ensure implementation and execution of product changes impacting support operation
- Manage internal and external communications; deescalate customer relations and prevent churn through cross-collaboration and effectively manage expectations with Instawork Professionals
- 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
- Actively participate in recruiting efforts
- Investigate low customer satisfaction scores and negative customer feedback, identify the root cause, and create an action plan for current and future resolutions
- 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 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.
About Instawork
Founded in 2016, Instawork is the leading flexible work app for local, hourly professionals. Its digital marketplace connects thousands of businesses and more than three million workers, filling a critical role in local economies. Instawork has been featured on CBS News, the Wall Street Journal, The Washington Post, Associated Press, and more. In 2022, Instawork was ranked among the country’s top 10% of fastest-growing companies by Inc. 5000 and was included in the Forbes Next Billion Dollar Startup list. Instawork was also named the 2022 ACE Award recipient for “Best Innovation” and one of the “Best Business Apps” by Business Insider. Instawork helps businesses in the food & beverage, hospitality, and warehouse/logistics industries fill temporary and permanent job opportunities in more than 25 markets across the U.S. and Canada.
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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