Manager, Member Services

About Instructure

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.

About the Member Services Team

Our Member Services team is the first line of assistance for users of Parchment's products within Higher Education and K12 institutions we serve. From the point of implementation throughout the life of engagement, the Member Support team is there to assist the Office of the Registrar, Admissions, IT and other stakeholders.

Manager, Member Services Role

The Manager, Member Services role is responsible for leading the Member Services team to ensure we are delivering exceptional customer service while providing support to our amazing team. The manager provides consistent leadership presence as well as collaborates with a team of leaders across Global Support.

What You Will Be Doing

• 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

What You Will Need to Know/Have

• 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
• 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

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• 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

Salary: $62,000 - $62,000 a year

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer.