Remote Team Manager na Modsquad

We Could Use Someone Like You in Our Crew.

odSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

The Job:

As a ModSquad Project Manager (PM), you will work closely with your Account Manager (AM) and clients to support strategic planning and operational delivery. PM’s manage the day-to-day operations of client projects for at least 85% of their hours. 15% or less of their time may be spent providing services, acting as a subject matter expert, and working shifts to maintain project scheduling and deliverables.

The PM is the Client’s primary day-to-day operational point of contact. The PM is responsible for assembling and scheduling the team on the project, orientation, quality control, managing employees and supporting mods, monitoring trends, and issues, and making recommendations. Project managers should be escalating and discussing higher-level issues, project initiatives as well as future planning for the project and work closely with AM’s on projects and with client decision-making. Project Managers are responsible for the delivery of service in line with the contract, including billable hours, QA, and any other associated KPIs and SLAs. You will be imperative in building, maintaining, improving, and empowering our clients and their digital communities, their products and services. This is a full-time position.

Hours:

Minimum of 40 hours weekly

Responsibilities / Duties:

• Work closely, efficiently, and effectively with the client and internal teams 

• Liaise with internal and external stakeholders to deliver upon strategic and operational goals

• Design and execute the daily, weekly, and quarterly KPI’s and SLA’s for assigned projects

• Create and report KPI’s to Services Team, and build reports that showcase reason, trends, and opportunity

• Learn and explore new tools and platforms that improve workflow and client objectives

• Develop practices and improvements or build upon and help improve current methods of operation (from social media management and community management and improving social ROI, to engagement and content moderation and digital experience)
   

A successful candidate needs to have confidence and strength in the following abilities:

• Be a proactive, self-starter and independent contributor with follow-through on all initiatives

• Have strong problem-solving, analytical, team building and time management skills

• Showcase strong communication skills (and feel comfortable with communicating the good and the bad) to the client, your leaders and your direct reports

• Confident connecting with clients and colleagues using Video Meetings, Slack, Teams, Asana, Email

• Ability to work in an ambiguous environment, quickly prioritize and shift priorities

Skills and Abilities:

• Excellent verbal and written skills, and the ability to communicate with a wide variety of disciplines, articulate key points, and present

• Experience leading a customer support team (bonus if in a remote environment)

• Have Bachelors Degree or equivalent experience. 1+ years previous people management experience; 3+ years in contact center set-up specific to operations and client services is a huge plus

• Adept in identifying trends & root causes, and creating action plans for resolution

• You can expertly handle correspondence with a client just as well as you do your own team members

• Have proven ability to identify project risk factors & communicate risks/blockers to leadership

• Have team management and time management experience. Know how to manage schedules, write, understand and communicate workflow and procedures

• You see problems as challenges and can use your analytical skills and the ability to use CS metrics to overcome the hardest of them-adding value to yourself, your team, and your company.

• Have extensive experience in Customer Support, Moderation, or Community Management

• Familiar and comfortable with a variety of CRMs like Zendesk, SalesForce, FreshDesk or other CRMs; as well as contact center software like Five9, InContact, Avaya or others

• Having a passion for gaming, e-commerce, entertainment and/or online communities a plus

• ModSquad is both complex and demanding. You need to be a fast learner who is reliable, trustworthy and can work independently

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.