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