Team Lead - Community Operations
Job details
At Instawork, we’re driven by our vision to create economic opportunities 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
- Lead and develop a team of up to 8-10 Community Operations Specialists, responsible for their overall performance
- Create performance goals for Community Operations Specialists, and monitor weekly progress toward specific goals
- Collaborate with the Operations Coordinator to monitor the efficiency 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
- Manage the quality assurance program for Community Operations, performing weekly audits of specialists’ communications and reporting on quality assurance metrics.
- Be the point of contact for escalation within the real-time operations and urgent issues with stakeholders
- 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.
- 5+ years of experience working in customer support, preferably in the technology services industry
- 2+ 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
- Should be open to work in a 24/7 environment with rotational shifts and week offs
- Health Insurance for you and Family
- Personal Accident Insurance
- Broadband Reimbursement
- Home Office Setup Allowance
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