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:
The Site Manager, Global Support role is focused on guiding and overseeing technical support operations in the APAC region. The Manager provides a consistent leadership presence, in person and virtually, and collaborates with the team 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 org
Coordinate and support operations in the physical office in Manila
Keep management informed of local office's trends, expenditures, team morale, etc
Serve as a culture creator and local advocate for agents and teams in the region
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
Here is what you need to know/have:
4+ years of management and leadership experience required
4+ years of operational experience in an office or production environment required
Fluent in spoken and written English
Visionary - can see ways to improve operations and processes and user satisfaction
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
Organizational, project management, and multi-tasking skills
Ability to travel internationally multiple times per year
We've always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
All Instructure employees are required to successfully pass a background check upon being hired.