Job details
Job type full-time
Full job description
Getsetup is on a mission to help the third of the world’s population who are over 55 to learn new skills, connect with others and unlock new life experiencesOlder adults have incredible knowledge to share and new mountains (literally and figuratively) to climb, but until now they haven’t had their own place to pursue their passions and continue creating, growing and giving back.
Getsetup is the largest and fastest growing online community of older adults who want to learn, connect and do wonderful thingsIn the 19 months since our founding we have grown to more than 2.2 million members in 160 countriesGetsetup users have logged more than 4 million active minutes on the platform in the last 3 months alone by accessing the 500-plus hours of weekly programmingThe platform offers live classes taught by peers who are experts in their field, social hours hosted by community members, and special events with speakers who directly address areas of interest to older adultsClasses are taught in english, spanish, hindi and mandarinWe’ve grown to over 150 employees spread across the world with core teams in the u.s., australia, india, and more sites coming soon
The head of community operations, is responsible for optimizing all of our customers interactions before, during and after a class at getsetupWe want to build a world class support team to build the largest community of 50+ audience globally.
Responsibilities
Build the best support team to serve our community globally
Create an easy onboarding experience through different channels such as chat, whatsapp, fb messenger, email and phone support
Drive re-engagement campaigns and outbound calling program
Distill feedback into actionable insights for other teams to improve the user experience run and manage the teaching assistants programRecruit and train teaching assistants who host communities and classes alongside guides and ambassadors
Find and integrate the most cost-effective software and services that help us keep costs low.
Support the team growth through language capability building
Build processes, training, qa and reporting for all support channels
Build reports on key metrics such as nps, cost per ticket, sla etc.
Recruit, manage, coach, and build the team
Develop high-impact communications and presentations tailored to an executive/director-level audience
About you
Experience in building a global customer support team from the ground up
Analytical approach to customer support - you know the right questions to ask to get to actionable outcomes, and you know how to explain data in a digestible way.
Experience as a people leaderYou have experience hiring and managing customer service managers across the world.
A good communicator and stakeholder managerYou can strike the right tone and are a great stakeholder manager across the business, both locally and internationally.
You are an advocate for the customerYou are good at using data, feedback and insights to drive towards the best experience for the community.
You have excellent organizational skills, integrity, and great follow-through on task
Getsetup is building an interactive online community for older adults to learn, grow, and connectWe are a team who is passionate about adding value to the lives of our getsetup learners, and are looking for others who are excited to do the same!
At getsetup, our mission is to provide older adults with economic and learning opportunitiesOur aim is to create a thriving interactive learning community that engages and fosters lifelong learning for our membersWe hope to enable all those in the larger community to lead healthier and happier livesGetsetup values equal opportunities for all workersWe value experienced workers and are committed to an age-inclusive workforce, affirming race, sexual orientation, religion, gender, disability status, and other dimensions of diversity.
