We value inclusivity and diversity at Envato. Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We like to make our hiring decisions based on experience and passion, so if you're keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process. About Envato Our focus is on helping people to complete their creative projects, with our author community earning every time that happens. Envato proudly impacts the lives of creatives all over the world, from web developers and graphic designers to marketers, videographers, photographers, and more. We've built a community where anyone can get their creative projects done, and where creators bring their ideas to life and in the process, earn a living doing what they love. It doesn't get much better than that! We are a global and rapidly scaling business. Blending purpose and profit, we're a passionate B Corp, committed to making a positive impact on the communities we engage in. You can read more about our purpose, mission, and values on our website. We've embraced flexibility for a long time - where we can, let's make work, work for you! We have an amazing office in the Colonia Americana neighborhood in Guadalajara, Jalisco, Mexico. Purpose The Author Success Team Lead is responsible for the daily operations of the Envato Author Success Team. This includes leading the team in a fast-paced, ever-changing environment, whilst encouraging continuous improvement and focus on an excellent author experience.
Key Duties & Responsibilities ? Author Success Team Operations
- Manage daily Author Success Team operations including service levels, CSAT, productivity, recruitment, training, and scheduling.
- Oversee and lead on continuous improvement initiatives including things like coaching, quality reviews, CSAT follo- up.
- Lead on initiatives to increase efficiency, service quality and delivery.
- Remain up to date with business and product changes that will affect the Author Success Team and our authors. Ensure the Author Success Team is kept up to date with the same.
- Actively look for opportunities to improve team and individual performance through technology, processes and performance development.
- Build and maintain strong relationships with hig- value authors.
- Represent the voice of authors within Envato, including advocating for changes to address major pain points and escalating serious or sensitive issues as appropriate.
- Improve the author experience by diagnosing and tracking product bugs and working with the engineering teams to provide a resolution.
- Use reporting and dashboard tools to monitor Author Success activity, identify trends or exceptions and follow up or act as appropriate.
- Timely communication of incidents that impact authors to the author success team.
- Act as a senior point of escalation as complex author and team matters arise.
- Assist with recruitment and training in line with the needs of the business.
- Ad hoc projects and tasks as required and directed.
? Communication and Interaction
- Maintain a flexible schedule to ensure shift crossover times with remote teams.
Out of hours meetings will be required to accommodate the global nature of the team.
- Ensure regular team meetings are run to keep the team up to date with change and offer opportunities for input and feedback.
- Develop and maintain effective team communication and engagement programs for the Author Success Team.
- Maintain and communicate regular team performance reports as required.
- Ensure appropriate issues are escalated to senior management.
? People Management & Team Leadership
- Provide leadership, direction, coaching, mentoring and support to your direct reports.
- Lead on best practice coaching and leadership techniques, ensuring they align with Envato values.
- Provide regular feedback to the AU Author Success Leadership Team to track activity, issues, successes, and challenges.
- Lead by example, promoting the Envato values and behaviors.
- Strong focus on the team and helping them reach their full potential.
- Promote team engagement to assist in minimizing staff turnover.
- Undertake regular 1:1s and conduct performance & development reviews.
- Ensure a safe working environment for all employees and ensure all OH&S issues are proactively managed.
Required Technical Skills/Experience ? Excellent communication skills, both written and verbal
? Proven customer service team leadership in a fast-paced environment
? 5+ years customer service experience
? 2+ years team management/team leader experience in a customer service/office environment
? High level of customer service skills
? Open and honest communication
? Experience managing remote teams (desired by not essential)
? Ability to influence and lead staff to deliver service excellence and interact effectively with staff at all levels
? High level of initiative, independence and self-management
? Web and product understanding
? A strong team player and contributor who embraces change and is cool under pressure
? Ability to give voice to customer needs internally
? Experience dealing with clients via social media streams
? Creative thinker with proven problem solving ability
? Highly regarded interpersonal skills
? Ability to balance business requirements and customer needs with a positive outcome for both
? Strong and proven planning & organising skills
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\nWhat we offer ? 30 days - Christmas Bonus
? 12 vacation days (from the first year)
? 100% holidays bonus
? Private Health Insurance (SGMM)
? 5% Grocery Coupons (With legal cap)
? 5% Savings Funds (Fondo de Ahorro)
? Internet/electricity allowance (monthly paid)
• Profit-share, Mexican entity
? Round trip tickets around Mexico to a place you haven't been twice a year.
? Unlimited ebooks
? Paid for educational courses that relate to your work
? Top line equipment
What next? Submit your resume and answers to the below questions. Good luck!
#Guadalajara
About Us - We're BCorp certified & believe in succeeding sustainably as one global team. - We're committed to ensuring all our team feel welcome, included, and respected - We support the flexibility to work from anywhere, great benefits above the law, generous parental leave, wellness programs, social connection and learning opportunities to help you grow. By submitting your application you are agreeing to our Privacy Policy. If you would like to understand how we handle personal information before submitting your application, please read through our Privacy Policy. Envato is proud to be a 2024 Circle Back Initiative Employer and we commit to respond to every applicant.
