Instant Teams

Customer Success Manager

• Train a customer service team on client-provided content and supervise the team in production for the remainder of the project.
• Monitor and enhance team performance in productivity, customer satisfaction, and employee satisfaction.
• Provide individual coaching feedback sessions and one-on-ones to improve customer satisfaction, communication skills and technical ability.
• Provide learners with practical guidance and mentorship; supplement curriculum with localized content and real-world examples.
• Monitor participant progress within the learning platform and share insights to facilitate solutions.
• Develop and disseminate training materials; schedule classes and register participants; provide materials or supplies.
• Plan, prioritize, assign, supervise and review work of a team of remote team members providing customer service or sales support.
• Prepare daily work schedules ensuring proper operational coverage; liaise with workforce management for staffing as needed.
• Perform quality audits according to client expectations to identify coaching areas.
• Provide weekly/monthly status reports on employee performance and monitor team productivity against client work requirements.
• Review and approve timesheets and handle other assigned projects.
• Provide timely 1x1s and coach on performance improvement opportunities; provide feedback on customer requirements/escalations.
• Assist with continuing development of existing employees and implement goals and objectives; ensure adherence to policies and procedures.
• Communicate with other departments and management to resolve problems and expedite work; respond to and resolve customer inquiries and complaints.

Customer Success Supervisor, Trainer

• Supervising: Plan, prioritize, assign, supervise, and review the work of a team of remote team members responsible for providing customer service or sales support
• Prepare daily work schedules (as needed), ensuring proper operational coverage at the Peer Coach/Remote Team Member levels
• If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met
• Perform quality audits according to client's expectations to identify areas of coaching needed within the team
• Provide weekly/monthly status reports on employee performance
• Monitor team productivity against client work requirements
• Review and approve timesheets
• Coaching/Team Development: Provide timely 1x1’s and coach on performance improvement opportunities
• Provide feedback and coaching on customer requirements/escalations
• Ensure KPI goals are met
• Assist with the continuing development of existing employees
• Uses creativity to develop an engaged workforce
• Assist in the implementation of goals and objectives; ensure adherence to policies and procedures
• Communicates with other departments and management to resolve problems and expedite work
• Respond to and resolve customer inquiries and complaints, both written correspondence and phone
• Knowledge of employee relations to conduct and deal with employee issues in a proactive manner
• All other projects as assigned

Customer Success Supervisor

Operations

• Assist with program coordination and logistics for student activities and events
• Maintain accurate participant records and documentation
• Support communication with students, families, and program partners
• Help coordinate volunteer recruitment and management activities
• Assist with program evaluation and data collection efforts
• Provide administrative support for fundraising activities and donor relations
• Assist with grant application processes and reporting requirements
• Help maintain donor databases and contribution records
• Support special events planning and execution
• Assist with marketing and communications materials
• Manage general administrative tasks, including filing, correspondence, and record-keeping
• Coordinate office operations and maintain organized systems
• Order and manage office supplies and program materials
• Coordinate print projects, including materials production, vendor communication, and quality control
• Assist with financial record-keeping and expense tracking
• Support human resources functions as needed
• Handle general inquiries and provide excellent customer service
• Input and maintain data across various organizational systems
• Generate reports and assist with data analysis
• Ensure data accuracy and integrity across all platforms
• Support database management and updates

Administration and Operations Assistant

Financial Planning and Analysis

Developing and implementing a working knowledge of all standard operating procedures associated with core functions (including data entry, categorization, researching data, scanning/reviewing, form processing)
Processing rule-based documents and other documents that may require problem-solving and minimal manual updates
Performing repeatable, as well as nonstandard, processing functions while upholding, with the intent to exceed, existing quality standards
Interacting with and relying on the team for questions and problem-solving
Researching errors and determining preventative measures
Researching complex participant benefit issues and providing resolution in accordance with due dates and document processes
Performing other duties as assigned

Customer Success Supervisor, Trainer

Customer Success Supervisor

Administration and Operations Assistant

Financial Forms Processor