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Customer Support Operations Leader

2 months ago

San Francisco, California, United States Instawork Full time

Customer Support Operations Leader

About the Role:

At Instawork, we are committed to creating economic opportunities for local businesses and skilled hourly professionals. We are seeking a dedicated and experienced Customer Support Operations Leader to enhance our customer service delivery to business partners and professionals through effective policies, procedures, and goal-setting.

Key Responsibilities:

  • Oversee Key Performance Indicators (KPIs) for your team, managing processes to meet objectives while motivating and training team members.
  • Direct the daily operations of the customer support department, focusing on efficiency and scalability.
  • Lead and develop Community Operations Team Leads, monitoring their specialists' overall performance.
  • Own success metrics and KPIs for your tier of Team Leads and Specialists, specifically regarding operational effectiveness and customer satisfaction.
  • Identify obstacles to operational excellence and create new processes to boost team efficiency and organizational performance.
  • Implement customer support processes aimed at enhancing customer satisfaction.
  • Manage the complete process improvement cycle by reporting, analyzing, planning, and executing workflows designed to elevate Community Operations team performance.
  • Plan workforce management for optimal coverage, considering potential operational challenges or sudden staffing changes.
  • Inspire team members through strategic team-building and communication initiatives.
  • Execute various projects to improve the customer experience, including process standardization and performance reporting.
  • Manage internal and external stakeholder communications; de-escalate customer relations and prevent churn through effective collaboration and expectation management.
  • Collaborate with organizational leaders on large-scale projects that enhance the Instawork brand and boost engagement.
  • Investigate low customer satisfaction scores and negative feedback, identifying root causes and creating action plans for resolution.

Who You Are:

  • 5+ years of experience in customer support, preferably within the technology services sector.
  • 3+ years of experience leading remote or diverse teams, ideally in marketplace or technology services.
  • Strong analytical and decision-making abilities, capable of effective problem-solving with limited resources.
  • Ability to establish innovative practices aligned with business goals and performance metrics.
  • Experience in assessing the risk or reward of new initiatives and providing detailed data-driven analysis.
  • Proven success in scaling support organizations, including change management and communication.
  • Demonstrated ability to motivate, influence, and work effectively with employees at various levels and diverse groups.
  • Skilled in tailoring communications for effective management of objectives, presenting to senior leadership, and crisis handling.
  • Exceptional time management and prioritization skills, thriving under constraints or high demand.
  • Experience in managing organizational communication is highly preferred.
  • Experience in managing Business Process Outsourcing (BPO) is a plus.

Instawork's Values:

  • Bias for Action: We are a growing team and an evolving product.
  • Act Like an Owner: Treat this company as though it is your own.
  • Always Be Learning: We strive to learn from each other and improve every day.
  • Empathy, Trust, Candor: We put ourselves in the shoes of our business partners and professionals.

About Instawork:

Founded in 2016, Instawork is the leading flexible work app for local, hourly professionals. We connect thousands of businesses with over three million workers, playing a critical role in local economies. We value diversity within our team and firmly believe that Instawork is stronger when we hire individuals who contribute their unique perspectives to our culture. We welcome all applicants and encourage candidates from underrepresented backgrounds to apply.