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.
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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
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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.
