Inbox Coordination - Multiple Levels

Relentless

2d•$5,250 - $6,000•Remote

About The Position

This role focuses on managing and supporting a program inbox that handles inquiries from tens of thousands of voters participating in a mobilization program. The inbox is the central hub for participants to celebrate successes, ask questions, and troubleshoot issues. The team's goal is to ensure a positive experience for every participant. The Inbox Manager is the senior lead for the inbox, overseeing part-time program organizers (POs) during their shifts, handling escalations, and empowering POs with problem-solving knowledge. The Inbox Coordinator acts as the first level of support for POs, answering questions, escalating when necessary, and keeping the Inbox Manager informed about inbox capacity and PO performance. The role requires genuine excitement in supporting individuals from diverse backgrounds and ensuring their success. The Inbox Team collectively manages complex and escalated tickets, collaborates with senior staff, and coordinates with multiple departments to provide timely and efficient responses. The ideal candidate is energized by solving complex participant inquiries with kindness and efficiency and enjoys empowering a team to do the same.

Requirements

Inbox Manager: Experience managing and leading staff, with a preference for those with experience leading sales, customer service, or help desk teams.
Inbox Coordinator: Leadership or Team Captain experience a plus, with a preference for those with experience leading a team of vols or part-time staff.
Strong written and verbal communication skills, with the ability to translate our event scripting voice into text and email messages in the inbox, ensuring a unified and friendly program experience from top to bottom.
You stay cool under pressure, have patience for a variety of communication styles, and are eager to meet participants and part-time staff where they’re at each day.
You’re a problem solver – you enjoy thinking through complex and niche participant issues to effectively and efficiently solve them, and are able to coach others to do the same.
Comfort and energy in fast-paced, scaling environments where priorities shift and you adapt with the team, ready and excited to jump in wherever needed to ensure inbox 0 at the end of each work day.
Access to a computer and reliable internet.
Familiarity with Zendesk highly preferred, or the willingness and ability to learn it quickly.
We’re excited about candidates who lead with empathy, care about accessibility in their communication, and are eager to motivate a team of enthusiastic and diverse workers.

Nice To Haves

Experience leading sales, customer service, or help desk teams (Inbox Manager).
Leadership or Team Captain experience (Inbox Coordinator).
Experience leading a team of volunteers or part-time staff (Inbox Coordinator).
Familiarity with Zendesk or the willingness and ability to learn it quickly.

Responsibilities

Implement a training program that equips 50+ program organizers with basic Zendesk knowledge, ticket workflows, and FAQ resources, prepping them for a high volume of tickets throughout the program.
Manage the execution of our inbox from end to end – ensuring that our part-time staff is informed and supported during each inbox shift.
Lead check-in calls at the start of every PO’s inbox shift throughout the day – giving updates as information changes throughout the course of the program and reconnecting POs to the greater purpose of Relentless’s work.
Be the Manager-On-Duty for every inbox shift – handling questions in the Slack channel, monitoring the escalation folders, and jumping in during periods of high volume to ensure inbox 0 by the end of each workday.
Provide general inbox oversight– noting patterns of high volume, question or issue trends, and staffing shortages or excesses – and escalating those observations to senior management.
Provide feedback on individual PO’s performance to the Deputy Director of Programs, Organizer Experience to ensure our participants get the best experience possible with our inbox team.
Handle the most sensitive and complex participant issues – looping in senior staff, coordinating across departments, and documenting any edge cases.
Take on additional responsibilities as they come up, with the expectation that your day-to-day mix of work will shift with program needs.
In collaboration with the Content Logistics Manager and Events Manager, ensure that our robust FAQs and Knowledge Base is updated throughout the program so that our POs have everything they need to answer questions in the inbox (Inbox Manager only).
Directly manage the Inbox Coordinator, providing direction and feedback as they support and coach PO’s in the inbox each day (Inbox Manager only).