Senior Manager, Freelance Customer Support

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Upwork ($UPWK) is the world’s work marketplace. We help connect companies large and small with top independent talent from around the world. Simply put, our mission is to create economic opportunities so people have better lives.

Every year, more than $2 billion of work is done through Upwork by skilled independent professionals who want the freedom of working anytime, anywhere.

Upwork’s Customer Support Team strives to deliver rapid, expert solutions to customer issues both 1:1 and at scale. We look to drive efficiencies through delightful, digital first experiences, while guiding and influencing the customer journey in a manner that champions dedication and trust.

As the Sr. Manager for the Freelancer Support team, you’ll be responsible for strategically driving programs that empowers Upwork talent through thoughtful support engagement. You will work to develop performance management programs that encourage continual growth and strengthen team efficiencies. You’ll identify and implement process improvements across the team and make Customer Service policy recommendations that align with the strategic direction of the company and/or provide better service to our customers.

This is an excellent opportunity to demonstrate key customer touchpoints to impact company goals, while crafting a unified Customer Service team through effective communication, team building, motivation and recognition.

Your Responsibilities:

  • Lead a distributed team of 80+ team members passionate about supporting both standard and high value talent on the Upwork marketplace, and guide them in day to day operations. Build tools that enable your team to scale, enhance their efficiency, and measure and improve their success.
  • Lead strategy and prioritization for the team in delivering positive customer and business outcomes. Advocate for the customer and own outcomes to influence journey and organizational growth.
  • Partner closely with Product, Analytics, and Systems leaders to build an intuitive customer experience that enables both self-service and access to human assistance. Identify customer problems and collaborate to create innovative solutions that use the best combination of product and programs.
  • Implement production, efficiency, quality, and customer-service standards.
  • Identify customer service trends, define system improvements, and develop/refine satisfaction goals.

What it takes to catch our eye:

  • Proven leadership experience optimally leading distributed teams that are customer centric, influential, and understand how to partner efficiently with leaders and team members at all levels.
  • Solid analytical experiences. Ideal candidate would have implemented and performed projects using research and analysis and find exuberance in solving problems and are passionate when it comes to data driven decisioning.
  • Superb support experience in customer experience in a variety of roles, with technical proficiency.

Come change how the world works.

At Upwork, you’ll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals.  While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 15 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees. 

Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we’ve also got amazing benefits.

Check out our Life at Upwork page to learn more about the employee experience.   

Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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Location

Our office is located in Chicago's West Loop. We are close to public transportation and restaurants galore.

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