ModSquad is currently seeking an energetic full-time Project Manager with a strong background in people and team management. In Client Services, we promise to deliver quality to our clients, partners, and teammates worldwide. The ideal Project Manager will work to ensure our client(s) are happy and Mod Contractors are providing stellar quality service while communicating clearly and professionally, executing tasks promptly, driving operational efficiencies, and managing client expectations.
What you will do:Lead a group of talented and dedicated Mods that deliver quality service within customer service, moderation, and social media engagement. Assist with recruiting, orientating, and guidance of Mods Mentor and management performance of the project and Mods; oversee development and partnership growth Conduct regular 1:1 meetings with Mods Performance weekly quality checks for all Mods Work with Mods as an escalation point to troubleshoot issues and solve problems Provide orientation and guidance to Mods to develop them professionally while fostering internal mobility Manage and communicate to the team any changesBuild a solid rapport with clients by providing a high level of service and adding value to their businessConfidently handle and role model best practices for your team with tasks, such as phones, customer chats, tickets, moderation of content, and great engagement in social.Identify brand needs and success measuresParticipate and drive new project launches for Client ServicesPromote team collaboration, drive professional growth, and inspire innovation amongst the team by working closely with your management counterparts
Desired Skills and Experience - Who you are:A college degree and professional experience in a related position or market is desired. You have access to a quiet place to take phone callsYou have carefully honed written and oral communication skills, and know how to effectively and clearly articulate needs, issues, and successes.You have a strong understanding of brand and social media success.You have 1+ years previous people management experience; 3+ years in contact center specific operations and client services is a plusYou are familiar and comfortable, and can speak to your experience, with a variety of CRMs for customer support (like Zendesk), and/or content moderation (like chat filters), and/or social media engagement (like Sprout Social).You use your awesome previous experience in Customer Support, Moderation, or Community Management to work wonders with our clients.You expertly handle correspondence with a client just as well as you do your own team members.Having a passion for gaming, e-commerce, entertainment and/or online communities a plus.You have team management and time management experience, and we aren’t talking fantasy football! You know how to manage schedules, understand and communicate workflow and procedures, and exemplify a GSD attitudeYou see problems as challenges, and can use your analytical skills and the ability to use CS metrics to overcome the hardest of them-adding value to yourself, your team, and your company.ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently . #MODsourcing #ModsNotCubes
ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.
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