PLEASE APPLY DIRECTLY TO OUR JOB BOARD HERE IF INTERESTED: 

https://boards.greenhouse.io/idme/jobs/4482115003

ID.me is a venture backed company in hyper-growth. We are adding about a new million users per month with more than 30,000 new users signing up per day. We have had negligible business customer churn since inception, and we almost always significantly upsell and cross-sell accounts after establishing a relationship.

ID.me is seeking experienced and highly motivated Supervisors for ID.me’s technically complex, multi-channel customer support organization (Member Support). This role will be responsible for directly managing 10-15 Customer Support Representatives, focusing on performance and efficiency in our customer support efforts.

If you have a customer service management background and a passion for delivering great customer experiences, this would be an excellent opportunity for you. 

Responsibilities

• Work closely with your team of Representatives to maximize operational efficiency
• Execute needs across day-to-day technical coverage, triage and escalations, diving into urgent support issues where needed
• Develop and mentor high-performing representatives while identifying top performers for promotion
• Assisting our Member Support Manager with delivering regular feedback and performance reviews 
• Manage expectations with underperforming representatives, determine mitigation strategy for underperforming trainees

• 1+ years managing a team of operational or customer support/service staff
• Previous experience in a customer support/service role 
• Demonstrated ability to monitor and evaluate quality and performance management
• Excellent written and verbal communication skills
• Ability and willingness to work in a fast-paced environment
• Ability and willingness to work in-office in our Tampa, FL location

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 ID.me. We are like Special Forces. We take on the most difficult challenges with amazing teammates. 

ID.me 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 ID.me's values in your actions. *Act like an owner.

ID.me Career Site & Culture Deck: https://www.id.me/careers

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.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.