Offshore Support Specialist

4 months ago

Toronto, Canada Glassdoor Full time

**Why Glassdoor?**:
When you work for Glassdoor, you help people everywhere get ahead in work and life. That's because we're moving fast to become the leading community for workplace conversations. Every day, we foster radical transparency by giving professionals a platform to connect authentically and anonymously. Think real talk with real people — plus company reviews and ratings, salary info, job listings and more.

Join us as we make worklife better, together.

**About the Role**:
Glassdoor's Community Support & Advocacy Team is a consumer operations team within our Trust & Safety department. It is responsible for providing high-quality user support to the Glassdoor community and maintaining the quality and integrity of the user-generated content on Glassdoor.

As a Trust & Safety Offshore Support Specialist, you will provide immediate supervision to the offshore support teams responsible for providing excellent customer service and support. In this role, you will provide training, guidance, and feedback to offshore teams as you work to maintain the quality and efficiency of the support workflows. You will partner closely with your Trust & Safety department colleagues as we ensure our work upholds Glassdoor's commitment to integrity.

**What You'll Do**:

- Develop a complete understanding of the Community Support workflows and processes.
- Motivates offshore teams through coaching and positive reinforcement to achieve productivity and service level agreement targets.
- Monitor support queues and proactively adjust workflows to ensure team targets related to service level agreements are achieved.
- Provide process direction to offshore teams' workflows, policies, and guidelines.
- Perform quality calibration and communicate results to offshore teams monthly.
- Provide continuous feedback and implement additional refresher training sessions for offshore team members as needed.
- Meet with offshore teams monthly to provide feedback and conduct team-building activities.
- Report on key metrics and trends related to quality, service level agreements, and customer satisfaction scores for your teams monthly and quarterly.
- Effectively uses existing processes to solve problems related to offshore teams' quality and service level agreements.
- Maintain documentation related to Community Support processes and procedures.

**What You'll Bring**:

- 2-5 years of experience in Customer Service or related field
- Ability to work with diverse and multi-disciplinary teams in different locations/time zones. This role will require occasional early morning or early evening meetings with teams located globally.
- Experience working with offshore partners or remote teams is a plus
- Clear verbal and written communication skills
- Strong decision-making skills and problem-solving skills
- Experience in coordinating with multiple business partners
- Strong organization skills and must have the ability to work independently and be self-motivated
- Personable and outgoing; excels at building relationships
- Can-do attitude with a problem-solving approach
- Demonstrated ability to manage multiple high-priority projects in a dynamic, fast-paced setting
- A commitment to add to our culture of DEI

**Compensation and Benefits**:
**Base Salary Range**: CAD $ 40,800.00 - $51,000.00 ++**
- Please note this is an **hourly, non-exempt role**.
- _Glassdoor base salaries are targeted to the market 75th percentile for technical roles and the 65th percentile for non-technical roles. In other words, 65-75% of comparable organizations in our industry will pay less._

**Annual Bonus Target**: 10%**

***_Bonuses are paid in 6-month intervals, aligning with bi-annual performance reviews_

**Generous Restricted Stock Units (RSU)**:

- **Restricted Stock Units (RSU) are awarded at hire and may be refreshed annually. Additionally, as a pay-for-performance company, RSU grant awards are presented bi-annually to exceptional performers._

**_ You can learn more about our compensation philosophy _**_here_**_ and see salary ranges for all Glassdoor jobs _**_here_**_._**

**Our Commitments**:

- **Come as you are**: At Glassdoor diversity is not a slogan; it's a core factor in our success. We welcome your background, experience and ideas because you help us understand and better serve our world. You make us stronger.
- **Grow your career**: Glassdoor is small enough for you to see the impact of your contributions, while large enough to offer significant resources and endless opportunities to grow. This is a great place to make a career.
- **Find your people**: Ask anyone who works here: it's the people who make the difference. We are a group of well-rounded humans who support one another and work hard together to bring the Glassdoor mission to life.
- **Discover flexibility**: With flexible hours and a where-to-work policy, Glassdoor allows you to take on professional and personal responsibilities — enhancing both productivity and your well-being.

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