Schoolhouse.world

Operations

• Serve as the primary point of contact for issues escalated by our volunteer support team through Intercom.
• Triage and resolve user support tickets, escalating complex cases as needed.
• Maintain and update documentation for recurring operational issues, including clear escalation protocols and communication pathways
• Partner with volunteers to keep help center articles and macros up to date.
• Support and guide volunteers on the Intercom team to ensure high-quality, timely responses.
• Identify ways to improve Intercom workflows, routing, and response times using key support metrics.
• Monitor the Safety Intercom inbox and handle low-risk issues such as spam, duplicate accounts, and minor policy clarifications, escalating higher-risk cases to the Safety Lead as needed.
• Support operational tasks such as volunteer onboarding, offboarding, and hour verification.
• Support lightweight volunteer recognition efforts and share weekly reports on volunteer system health and queue status.
• Identify opportunities for process improvement within volunteer operations to enhance efficiency and consistency.
• Process and triage virtual mailbox items weekly
• Support CFO with new state payroll registrations and tax filings
• Manage state charitable registration filings
• Process donations and send acknowledgement letters
• Assist with weekly safety queue reports and provide additional coverage during busier seasons.

Foundations Operations Specialist