Edtech.com's Summary

Instructure is hiring a Manager, Member Services. The role involves leading the Member Services team to deliver excellent customer support to users of Parchment's products in Higher Education and K12 institutions while providing leadership, process improvement, team development, and cross-team communication.

Highlights

Lead and provide support for the Member Services team, including supervisors and peers.
Serve as point of contact for support-related issues within the organization.
Support key customers in partnership with Customer Success teams.
Manage recruitment, onboarding, coaching, and retention for support teams.
Oversee Tier 1 customer support and ensure delivery of assigned projects.
Require 2+ years of management and contact center operational experience.
Knowledge of Parchment support operations preferred.
Strong interpersonal, conflict resolution, communication, and project management skills needed.
Offer competitive salary ($62,000/year) and meaningful global benefits including ownership program and flexible schedules.
Responsible for handling proprietary and confidential information appropriately.

Manager, Member Services Full Description

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.

And that's where you come in:

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.

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

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. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.

Original Job Description

And that's where you come in:

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

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. We comply with applicable employment and anti-discrimination laws in every country where we operate.

Any attempt to misrepresent personal or professional information will result in disqualification.

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Manager, Member Services

Edtech.com's Summary

Manager, Member Services Full Description

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