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Community Operations Manager

Customer Service | San Francisco, CA | Full Time

Job Description

Company

 At Directly, we believe the fundamental nature of work is changing from fixed to fluid, as AI and the gig economy transform how people and companies work in the next economy. We’re leading this shift with an enterprise platform that changes the way companies deliver customer service. Our platform helps companies like Airbnb, Autodesk, LinkedIn, Microsoft, Intuit, SAP, and Samsung look beyond the traditional contact center and deliver better answers to customers in the moments that matter. We’re based in San Francisco and backed by top firms including Microsoft Ventures, True Ventures, Costanoa Ventures, and Northgate. www.directly.com
 

Role

We are looking for someone with strong communication and analytical skills who is creative, collaborative, has a strong interest in community and is able to provide excellent support to our Expert users and internal team. You’ll be joining our growing Expert Operations Team in SoMa.

 

Responsibilities

  • Track, monitor and report Expert program performance

  • Help launch new Expert programs

  • Provide support to Expert users through our platform

  • Develop content for Expert education

 

Requirements

The strengths below will help you succeed in this role:

  • You’re comfortable navigating multiple systems and getting up to speed very quickly with all of our online tools

  • You have a proven track record managing performance

  • You’re obsessively organized, detail-oriented and can focus on the big picture

  • You have a professional and supportive attitude towards our clients’ Expert users

  • You thrive in a fast-growing startup work environment

  • You possess strong analytical skills and have the ability to make fast decisions with limited resources

  • You’re proficient with G Suite/MS Excel

 

Bonus Points for:

  • Bilingual in English & Spanish/French

  • Previous Gig Experience

  • Experience with Helpdesks (Zendesk, Oracle, Desk, etc.)

 

Attributes

  • Strong communication skills — ability to break down complex concepts and clearly explain them

  • Great organizational and prioritization skills with exceptional follow-through and attention to detail

  • Strong project management skills — ability to translate vision into action

  • Data driven — an orientation that combines qualitative and quantitative

  • Resourcefulness, pragmatism and roll-up the sleeves mentality

  • Mission-driven, smart & humble, results-oriented, collaborative, with a sense of humor and strong EQ

 

Directly is an equal opportunity employer. We believe in diversity and inclusion as a strength.