Recruiter at Instawork
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Manager - Customer Support (6-15 yrs)
As a Community Operations Manager, you will lead a support operations team for Instawork in Bangalore. This is a high-impact leadership role where you will lead a large portfolio, work across multiple verticals, and execute projects contributing to the business success.
If you are someone who is excited about leading a large team, passionate about problem solving, and is interested in solving an interesting problem - this role is tailor-made for you.
What the Candidate Will Do :
Lead & mentor team leads and specialists to deliver results while also paving the way for growth opportunities for individuals
Own Key Performance Indicators for your team, manage processes to achieve goals and motivate and train your team to achieve
Manage and develop Community Operations Team Leads, assist with monitoring their specialists' overall performance
Own the success metrics and key performance indicators for your tier of Team Leads and Specialists, specifically for operational efficacy and customer satisfaction
Motivate team members through strategic team-building and communication initiatives. Maintain morale through establishing trust among Specialists and Team Leads
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
Plan and lead high-impact initiatives to reduce the overall product & process defects.
Deliver expertly on initiatives across business functions. Create specific project plans with clear deliverables while managing deadlines and responsibly managing resources and risk
Identify key insights and provide improvement recommendations to product teams.
Identify barriers to operational excellence and develop new processes to increase efficiency among the team and within the organization
Identify recruitment needs from forecast models and work with recruitment to drive this end to end
Collaborate with different cross functional managers
Manage stakeholder internal and external communications; de escalate customer relations and prevent churn through cross-collaboration and effectively managing expectations
Identify operational issues and help improve processes & performance
Investigate low customer satisfaction scores and negative customer feedback, identifying the root cause, and creating an action plan for current and future resolutions
Basic Qualifications :
Minimum of 6 years of professional experience in the support industry and at least 4 years experience directly managing an impactful team
Communicates clear and concise thoughts, both verbally and written
Strong affinity for stakeholder management, strategic problem solving and driving action through data-driven insight
Ensure high standards for teams performance and is team-player with a proven track record of collaborating with leaders across multiple verticals.
Project management experience is a bonus
Bias for Action - We practice high-velocity decision-making, despite encountering ambiguity frequently.
Act Like an Owner - We have a strong ownership mentality, because of this, we work smart, hard, and long. Every person on the team has the potential to have a large impact.
Always Be Learning - We learn rapidly and eagerly, from different teams within and outside the company. Respectful debate makes our organization stronger.
Empathy, Trust, Candor - Being empathetic to our users and each other helps build trust in our community and company and fosters successful decision-making.
Instawork's goal is to be the essential hiring engine for all businesses that support an hourly workforce. We create flexible opportunities for workers to earn additional income, build new skills, and even test out new employers prior to accepting full-time positions. Our on-demand staffing app allows warehouse, distribution, and other supply chain employers as well as hospitality to connect with local skilled pros looking to take on additional shifts. Our technology allows for better matching between workers and employers and a world-class dispatching solution to ensure hiring targets far exceed the status quo.
We've been fortunate to be funded by some of the greatest investors in Silicon Valley: Benchmark (Bill Gurley, Uber investor), Spark Capital (Nabeel Hyatt, Postmates investor), Y Combinator, SV Angel, Crunchfund, Steve Chen (co-founder of YouTube), Mike Vernal (VP of Product at Facebook), among many more