ModSquad is currently seeking an energetic, proactive Project Manager to join us on the Vimeo Project! Vimeo is a unique project in that it’s many smaller projects that fit into a very collaborative (and giant!) canvas. The PM for this role must not be afraid of humility, challenges, and must also be on a constant improvement mindset.
What you will do:Support a group of very talented mods in customer service with a focus on professional development leading to lateral growth.Assist with team recruiting, training, and performance managementBe willing and able to handle customer ticketsOversee a team schedule to make sure all shifts are filledPerform weekly and daily quality and productivity checks for all ModsWork with Mods as an escalation point to troubleshoot issues and solve problemsCommunicate clearly and consistently to the team and supervisors any changes, updates, or relevant informationPromote team collaboration, drive professional growth, and inspire innovation among the team by working closely with your management counterpartsWork with data significantly to tell the story of what we are attempting to fix, address, or proposeBe proactive in addressing trends, issues, or suggestionsAssist in Knowledgebase article and workflow creation/updatesAssist in macro creation/updates
Required Skills, Experience, and Work MentalityYou are currently working at a Lead or higher level within ModSquadYou are familiar with Zendesk and Zendesk Management. (Zendesk Insights & Explore is a huge plus!)You can work 40 hours per weekYou understand basic to moderate technical troubleshooting. Much of what we do is technical in natureYou are a team player and can work well within a multi-tiered, multi-team setting.Titles are unimportant to you - you have no problem jumping in as needed and are driven to improve the project.You are compassionate and empathetic while still holding Mods to exacting standards to ensure that they reach above their best!You aren’t afraid of being given directions daily but are also willing to share your ideas on how to improve thingsYou are highly data-driven and understand not only the importance of metrics but also how to interpret them.You are a proactive communicator - and can do so comfortably to both Mods, other (A)PMs, AMs, and the client.You have a Kaizen mindset (“How can we make this better?”) at all times.
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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