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!

What You'll Do

• Supervise, lead and develop a team of 8-12 Community Operations Specialists
• Own performance for your team through coaching and strategic decision-making
• Collaborate with internal stakeholders to anticipate roadblocks and offer solutions to achieve operational success
• Be a subject matter expert for all of Community Operations policies and procedures
• Prevent misinformation to external stakeholders by effectively monitoring communications
• Manage escalation responsibilities promptly and effectively
• Uphold the Quality Assurance Program for Community Operations, performing weekly audits, coaching, and investigating trends
• Be an advocate for Customer Satisfaction performance and achievement
• Seamlessly manage through change
• Communicate effectively with peers, leaders and team members regarding performance, opportunities for improvement, and contribute to projects designed to enhance the community experience

Who You Are

• 5+ years of experience working in Contact Center Support; on-line chat, phone, email or ticket-based support center experience is welcome
• 2+ years supervising and leading remote or diverse teams
• Proven ability to provide urgent resolutions for high-priority issues and escalations
• Experience handling and documenting complex or sensitive issues
• Ability to expertly learn and navigate complex web-based tools
• Demonstrated success in delivering performance metrics
• Proven ability to engage and motivate team members
• Proven ability to be an advocate for organizational values
• Experience with performance reporting and analytics is strongly preferred
• Preferred working experience in a fast-paced, start-up environment
• Hybrid role expectations may include 2 or more days in office, located in the Chicago Loop location

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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