Supervisor, Member Services

We are looking for a professional to help support the growth and development of our geographically dispersed tier 1 support team. This team is a critical piece of our service model as they are the main point of contact for students and alumni ordering transcripts, diplomas, and more. They serve as the face of Parchment to our students and the Supervisor would help to ensure quality and support at all levels.

This position will report directly to the Director of Services.

Responsibilities: - Manage support channels and allocate resources to meet service-level metrics. We support our users across a variety of channels. Given the hundreds of thousands of people using Parchment to obtain their credentials, coordinating our team across these channels takes attention to detail and strong communication skills. In this role, you will monitor the various support channels and shift representatives from lower-demand activities to areas where they are needed more urgently, on the fly. - Assisting with escalations. When tier 1 representatives are unable to solve an issue or make the situation “right,” the result is an escalation. You will research and troubleshoot these to the best of your ability, and use your interpersonal skills to calm upset users. - Advanced Troubleshooting. If tier 1 cannot solve the issue presented to them, the inquiry may be escalated to the supervisor for advanced troubleshooting. The supervisor will have access to additional tools such as a retool or tableau for further troubleshooting. - QA/Reviewing Work Product. We all have room to grow. You’ll use your knowledge of Parchment’s applications, policies, and tools to review support interactions (solutions, documented communication with users, etc.) to find the good and praise it, and identify the coaching and improvement opportunities to be addressed by the Director. - Liaison Between other departments. The supervisor may be asked to collaborate with other departments as it relates to developing internal tools, processes, features, member-related projects, inquiries, or allocating resources and prioritizing assigned work. - Responding to customer complaints. When interactions turn into complaints from users, you will review previous support interactions and formulate responses to the user through third-party organizations such as the BBB.

Qualifications: - Associate degree or equivalent experience - Proficiency with Parchment’s products and services, tools, and processes - Exceptional verbal and written communication skills. - Excellent problem-solving, leadership, and customer service skills. - Analytical, efficient, and thorough. - Willing to rotate and flex work hours to support agents and customers across a variety of shifts and time zones.

Perks & Benefits: - Salary: $48,000 - $60,000 - Comprehensive Health Package: Medical, Dental, and Vision - FSA & HSA - 401K company match - 12 Paid Holidays - PTO Accrual of up to 19 days for 1st year (increases with tenure) - Parental Leave (6 weeks paid) - Work-from-home equipment provided!