HiveLabs OÜ is looking to on-board a Customer Experience Operations Manager to work remotely alongside one of our clients to provide asynchronous platform and customer support. You will not be required to provide live support.

• 24-month contract with option to extend
• $100 per hour
• Fully remote, 4 days a week
• Reporting to the Head of Customer Experience

This role is only open to residents of Australia (excluding SA, QLD, and TAS), New Zealand, and Estonia who have the right to work within that location. We predominantly work in the UTC +10/11 time zone.

This role is for an initial 24 month contract with a maximum of 32 per week. This is a contract role and you must have appropriate business registration and the right to work in your country of residence.

• Focused on weekdays (MT-TF) and with at least a reasonable amount of overlap with the management team (generally 10:00-17:00 weekdays)
• You must work at least the minimum number of hours specified in your contract unless previously agreed upon (holidays, etc.) and not exceed the maximum number of hours, unless previously agreed upon.

As a Customer Experience Operations Manager you will

• Manage and maintain the support roster and other impacts to resource availability, ensuring expected coverage is maintained. You will work closely with the people manager to ensure the longevity of queues and tasks are being maintained.
• To assist other managers and team leaders to up keep and maintain the Customer Experience Teamspace in Notion.
• Monitor all queues and ensure SLA’s are being maintained.
• Manage data collection for the creation & updating of metrics to achieve productivity targets, eliminate errors and deliver excellent customer service.
• Be the voice for the agents journey.
• Plan for future queue maintenance where required.
• Answer escalation tickets and be aware of escalation tickets in the and Slack groups and escalate them to the Department Head where required.
• Provide updates as appropriate to the Department head, including advocating for your team and their needs.
• Advocate for agent performance improvements.
• To assist in agent scheduling so all of our queues are maintained in accordance to the agreements we have set our customers.
• To monitor platform traffic and allocate resources accordingly.
• Work alongside the department head to plan for the future growth of the CX team.
• To conduct quarterly 1:1’s with Experts and Reps and monthly skip 1:1’s with Team Leaders (Team leaders will have skip 1:1’s with department head so they are receiving weekly touch points).
• Coordinate and facilitate team retrospectives and updates where required.
• Liaise and collaborate with the Product team & Capabilities to work on bug fixes and feature enhancements.
• Monitor agent productivity, suggest improvements & provide feedback.
• Improving and monitoring Metabase statistics.

We Expect our Customer Experience Operations Manager to

• Act as a leader within your team.
• To provide the support team with a point of contact to escalate their concerns and to advocate for the teams best interests.
• Escalate team concerns such as conflict, unhappiness and resourcing and facilitate their wellbeing and cohesion.
• Ensure regular one-on-one sessions are facilitated with all members of the support team with an appropriate person in a leadership role.
• Assist with escalations where possible and help answer team questions in the @support-help and @support-escalate Slack groups.
• You will treat all data with due care. We receive a lot of sensitive information and must ensure that we don't unintentionally breach our users trust.
• You will escalate to the appropriate person or team under circumstances that require it, including Support On Call.
• Log into Slack and actively communicate while working.
• You are expected to communicate in good faith and with kindness to your team, clients and users.
• You will ensure that you spread your working hours across the various required tasks and queues to ensure that you remain familiar and confident in all tasks, and that all tasks & queues receive required attention.
• You will ensure that you spread your working hours across the various required tasks and queues to ensure that you remain familiar and confident in all tasks, and that all tasks & queues receive required attention.
• You will adhere to the company policies and guidelines

Desirable, but not essential skills:

• Experience in and an understanding of sex work and intersecting marginalised groups