Manager, Member Services

Summary

Join Instructure's Member Services team as a Manager, leading and supporting a team dedicated to providing exceptional customer service to Higher Education and K12 institutions. You will provide support and leadership to supervisors and peers, serve as a point of contact for support issues, and support strategically important organizations. Responsibilities include improving processes, managing recruitment and retention, coaching team members, onboarding new agents, and overseeing Tier 1 customers. You will also manage projects and facilitate internal and external communication. The ideal candidate possesses strong leadership, communication, and problem-solving skills, along with experience in contact center operations and Parchment support.

Requirements

• Demonstrated strong work ethic
• Skilled team player and collaborator with peers and other stakeholders
• Strong interpersonal skills
• Experience in conflict resolution and mediation
• Professional writing & communication experience
• Understanding of proprietary and confidential information with appropriate handling
• Process-oriented - being able to recognize need, create and improve
• Visionary - can see ways to improve team performance, agent and user satisfaction
• Organizational, project management, and multi-tasking skills

Responsibilities

• Provide support & leadership for supervisors & peers, which may include responsibility for any combination of teams and functions within the Support umbrella
• Serve as a point of contact within the organization for any Support issues
• Support strategically important or high-touch organizations in partnership with Customer Success
• Seek opportunities to improve existing processes & increase efficiency across the team
• Manage recruitment and retention efforts for all teams within Support
• Work with Supervisors & peers to coach/develop & hold team members accountable as necessary, including PIPs and terminations
• Onboard new agents
• Provide leadership & oversight to Tier 1 customers
• Be accountable for progress and delivery of assigned projects, including discovery, planning, execution & communication
• Facilitate internal communication between teams and management
• Facilitate communication between support contacts and community management

Preferred Qualifications

• 2+ years management and leadership experience preferred
• 2+ years operational experience in contact center environment preferred
• Detailed knowledge and experience in Parchment support operations preferred

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection