What you will do:

• Facilitate prompt resolution of issues encountered by specialists
• Offer prompt responses to specialist inquiries via Slack while monitoring communications
• Manage escalations in accordance with a tiered system, with a focus on prioritizing time-sensitive requests and those from Tier 1 & 2 organizers
• Conduct weekly Quality Assurance checks and providing regular coaching sessions to specialists for continuous improvement
• Monitor the attendance and performance metrics of Client Support Specialists to ensure optimal team efficiency
• Cover phones/chat during specialist absences or high volume needs
• Quickly pivot between daily tasks and changing priorities
• Partner with Client Experience, Trust & Safety, SRS, CareDriver Support, and other teams to ensure timely and accurate client responses
• Collaborate with the bug team to address and resolve any bug issues promptly
• Coordinate schedules for Support Specialists in collaboration with the Workforce manager
• Assist Client Services Manager in training new Client Support Specialists
• Contribute to the development and enforcement of SOPs to ensure consistency and efficiency in Client Support operations, regularly updating processes to reflect best practices
• Undertake special projects and tasks assigned by the Client Services Manager, leveraging expertise to drive initiatives aimed at enhancing overall service quality and efficiency

What you’ll bring:

• You will bring knowledge and skills necessary to effectively manage diverse tasks and responsibilities in a fast-paced environment.
• You will bring a proactive mindset to communication, anticipating needs and addressing issues before they escalate. By actively seeking out opportunities for improvement and innovation, you contribute to the continuous enhancement of support processes and overall efficiency.
• Prioritizing client satisfaction, you ensure that support efforts are tailored to meet their needs, fostering positive relationships and delivering exceptional service experiences.
• You thrive in a dynamic environment, adept at quickly pivoting between tasks and adjusting priorities as needed to meet evolving demands and challenges.
• You’re a team player who has a can-do attitude and is able able to work effectively with cross-functional teams ensures seamless coordination and alignment in delivering prompt and accurate responses to clients.
• You’re committed to driving continual improvement in support processes and outcomes.