Job Title: Member Support Shift Manager
Posted by: ID.me on Aug 05, 2020
Location:
McLean , VAJob Description:
Overview
ID.me is seeking experienced and highly motivated Shift Managers for ID.me’s technically complex, multi-channel customer support organization (Member Support). This role will be responsible for directly managing a team of 10-15 Member Support Representatives, focusing on performance and efficiency in our customer support efforts.
If you have a strong management background and a passion for delivering great customer experiences, this would be an excellent opportunity for you.
Responsibilities
Deliver regular feedback and manage performance reviews for 10-15 Member Support Representatives
Develop and grow high-performing representatives, identifying top performers for promotion
Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
Manage the Team Lead, working closely with them to execute needs across day-to-day technical coverage, triage, and escalations
Handle escalations and dive into urgent support issues where needed
Qualifications
3+ years managing a team of operational or customer support staff
Previous experience in a customer support role
Demonstrated ability to monitor and evaluate quality and performance management
Excellent written and verbal communication skills
Ability and willingness to work during non-traditional shift hours
Vision:To be the world’s leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.
Mission:To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
People:We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.
Our Core Values:*Don’t be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it’s hard). *Reflect ID.me’s values in your actions. *If the rule prevents the right outcome, then break the rule.
ID.me is seeking experienced and highly motivated Shift Managers for ID.me’s technically complex, multi-channel customer support organization (Member Support). This role will be responsible for directly managing a team of 10-15 Member Support Representatives, focusing on performance and efficiency in our customer support efforts.
If you have a strong management background and a passion for delivering great customer experiences, this would be an excellent opportunity for you.
Responsibilities
Deliver regular feedback and manage performance reviews for 10-15 Member Support Representatives
Develop and grow high-performing representatives, identifying top performers for promotion
Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
Manage the Team Lead, working closely with them to execute needs across day-to-day technical coverage, triage, and escalations
Handle escalations and dive into urgent support issues where needed
Qualifications
3+ years managing a team of operational or customer support staff
Previous experience in a customer support role
Demonstrated ability to monitor and evaluate quality and performance management
Excellent written and verbal communication skills
Ability and willingness to work during non-traditional shift hours
Vision:To be the world’s leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.
Mission:To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
People:We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates.
Our Core Values:*Don’t be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Act like a scientist, not a talking head. *Be truthful (even when it’s hard). *Reflect ID.me’s values in your actions. *If the rule prevents the right outcome, then break the rule.
Pay Rate:
Unspecified
HR. Website URL:
https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=5886d7ca-f05c-4ae9-983f-427ff1031c8f&ccId=19000101_000001&type=MP&lang=en_US&selectedMenuKey=CareerCenter
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About ID.me
ID.me is a venture backed company in hyper-growth. Our vision is to be the world’s leading digital identity network empowering people to control their own information, and our mission is to make the world a more trusted place. We are hiring for a variety of roles in our Sales, Marketing, Engineering, and Product teams.
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