Job Details
**Member Support Shift Manager**
at ID.me McLean, Virginia ID.me is seeking an experienced and highly motivated leader to join our multi-channel customer support organization. The Shift Manager for ID.me will be responsible for directly managing a team of 10-15 Leaders (directly) and over 100 reps (indirectly), focusing on performance and efficiency in our customer support efforts. ****Overview****
If you have a strong management background and a passion for leading and delivering great customer experiences, this would be an excellent opportunity for you.
****Responsibilities****
* Deliver regular feedback and manage performance reviews for 10-15 Team Leads
* Develop and grow high-performing representatives, identifying top performers for promotion
* Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees
* Manage the Team Leads, working closely with them to execute needs across day-to-day technical coverage and representative development
* Handle escalations and dive into urgent support issues where needed
* Other duties/projects as assigned
****Qualifications****
* Must be willing to work a 3:30pm-12am or 11:30pm-8am shift
* Must have 3-5 years of leadership experience
* Extensive experience managing a team of operational or customer support staff (experience may be supplemented with education)
* Previous experience in a customer support role
* Demonstrated ability to monitor and evaluate quality and performance management
* Excellent written and verbal communication skills
* Ability and willingness to work during non-traditional shift hours
**Vision:** To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels: online, call center, and in-person.
**Mission:** To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.
**People:** We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to . We are like Special Forces. We take on the most difficult challenges with amazing teammates.
**Core Values:** *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion. *Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them. *Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *Reflect 's values in your actions. *Act like an owner.
**ID.me Career Site & Culture Deck:**
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.
ID.me has a mandatory vaccination requirement where not prohibited by applicable federal or state law.
All current and future employees are required to receive their COVID-19 vaccinations, unless a reasonable accommodation is approved. Employees not in compliance with this policy will be placed on leave and will be terminated if no valid reason for not getting the COVID-19 vaccine is provided.
In accordance with ID.me's duty to provide and maintain a workplace that is free of known hazards, we are adopting this policy to safeguard the health of our employees and their families; our customers and visitors; and the community at large from COVID-19 that may be reduced by vaccinations. This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities, as applicable.
Current and future employees in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must submit a completed Request for Accommodation form to the human resources department to begin the interactive accommodation process as soon as possible after vaccination deadlines have been announced (September 13th) and an offer of employment has been made. Accommodations will be granted where they do not cause ID.me undue hardship or pose a direct threat to the health and safety of others.
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For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in ID.mes Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
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