Manager, Member Services

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, SaaSIndustries

Requirements

Candidates should have at least 2 years of management and leadership experience, preferably in a contact center environment. Experience in Parchment support operations is preferred, along with a strong work ethic, excellent interpersonal and communication skills, and proficiency in conflict resolution. Process-oriented and visionary thinking, along with organizational, project management, and multi-tasking skills, are essential.

Responsibilities

The Manager, Member Services will lead the Member Services team to deliver exceptional customer service and support to users in Higher Education and K12 institutions. This includes providing leadership to supervisors and peers, serving as a point of contact for support issues, and collaborating with Customer Success on strategic accounts. The role involves improving processes, managing recruitment and retention, coaching team members, onboarding new agents, overseeing Tier 1 customers, and managing assigned projects from discovery to execution. Additionally, the manager will facilitate internal communication between teams and management and between support contacts and community management.

Skills

Customer Service

Team Leadership

Process Improvement

Recruitment

Onboarding

Project Management

Communication

Instructure

Education technology for teaching and learning

About Instructure

Instructure focuses on enhancing the educational experience for teachers and students through its technology solutions. The main product, Canvas, is a learning management system (LMS) that enables educators to create, manage, and deliver course content effectively. This platform supports various educational institutions, including K-12 schools, universities, and corporate training programs, by providing a user-friendly interface for both instructors and learners. Unlike many competitors, Instructure operates on a subscription model, allowing institutions to access its services and tools for a fee. The goal of Instructure is to empower educators and improve student outcomes by providing effective teaching tools and resources, serving over 30 million users in more than 6,000 organizations globally.

Cottonwood Heights, UtahHeadquarters

2008Year Founded

$86.7MTotal Funding

IPOCompany Stage

EducationIndustries

1,001-5,000Employees