Business Operations Team Manager & Client Specialist

About HigherRing:

We are the ethical outsourcing partner for socially responsible companies. We harness business as a force for good and partner with impact organizations to lighten their load and further their purpose. We create remote, impact employment where our team members and clients are valued and supported in their efforts to advance us all toward a more sustainable world. HigherRing is B Corp and Climate Neutral certified as well as a 1% for the Planet member.

Business Operations Team Manager (1) & Client Specialist (2) (FT 30 - 40 hours)

1. Business Operations Team Manager Role Responsibilities:

The Business Operations Team Manager is a positive and energetic role model, providing day-to-day leadership and care to team members and liaising with clients. The Business Operations Team Manager will keep their fingers in the business through direct client work (to start) and also participate in business development.

• Team Management
  • Complete the HigherRing Management Training learning journey and provide feedback.
  • Work closely with the team members in the Business Operations division. Provide day-to-day management and/or mentoring, coaching, and constructive feedback to employees.
  • Hold weekly one-on-one check-ins with the team to discuss work-life balance, workload, client relationships, opportunities, and blockers.
  • Receive monthly client feedback surveys and ensure that feedback is shared with employees in a constructive and growth-mindset manner during team member weekly check-ins.
  • Build and maintain a schedule for your team in our scheduling tool
  • Manage hosted in-house telephony or CRM systems for your team. Become aware of commonly used tools through demos with system providers and/or online trainings
  • Maintain your team’s respective Employee Attendance, Coaching & Call-Out Documentation
  • Know and hold the team to state-break laws to protect employee work-life balance and HigherRing compliance
  • Lead weekly meetings with the CEO & COO to proactively deal with employee and client challenges and opportunities
  • Join monthly HigherRing management meetings
  • Work with Operations during employee recruitment, hiring, onboarding, staff switches, and off-boarding
  • Step in for employees during an absence or urgency to ensure critical tasks are covered for our clients
• Training
  • Ensure client standard operating procedures (SOP) and onboarding documentation are updated by client specialists and ready to go in case of a staffing switch.
  • Build learning journeys for employees who are interested in, or moving to, the Business Operations areas of our business
  • Capture best practices for common processes and record them in our learning platform.
  • Create or adjust learning platform systems training.
• Business Development
  • Blogging for thought leadership on learnings in the Business Operations areas of our business
  • Surface and help craft social media post ideas based on the above and other helpful topics or takeaways from networking gatherings.
  • Participate in HigherRing’s business development outreach through LinkedIn, including the initial research into potential HigherRing clients.
  • Attend relevant trade shows, community gatherings, and remote community gatherings to represent HigherRing and our offerings.
  • Attend B Corp or sustainable business meetups in your area
  • Entrepreneurial spirit, eyes, and ears open for HigherRing growth opportunities
  • Networking, active on LinkedIn with an up-to-date profile to share HigherRing's work.
  • Research and business development preparation for CEO outreach
  • Attend HigherRing sales calls for potential Business Operations clients
• Client Services/Management
  • Onboarding of new clients and regular check-ins to build strong relationships and support our team members in a healthy client relationship
  • Serve as first point of contact for day-to-day client and staffing interactions, escalate to CEO and COO as needed.
  • Facilitate the successful growth in client contracts by identifying client growth opportunities.
  • Serve as possible initial staffing for new clients to prepare for team handoff.
  • Attend client meetings to fully understand the work, build a solid relationship with clients, and support the client specialist assigned to the work.
  • Ensure client documentation is consistently updated.
  • Identify and aid in facilitating, training, and transitioning staffing changes.

Qualifications and Requirements:

• Account management experience (preferably with purpose-driven B2B business)
• Sales and marketing experience, from strategic to tactical (social media, blogging, SEO, email marketing)
• Experience in building and managing a team in service delivery
• Have an understanding of the importance of the client relationship and the ability to foster a healthy, collaborative environment with client partners
• Carry a professional demeanor with good listening and conflict resolution skills and the ability to raise concerns in a healthy manner
• Able to use and model positive language to help customers know that they are being heard and that their problems will be solved
• Stamina in problem-solving and the ability to maintain a positive attitude even on a tough day
• Dedicated, proactive, and dependable work ethic
• Ability to work independently as well as collaborate with team and leadership for optimal solutions
• Strong written and verbal client and team communication skills, ability to coach excellent grammar
• Ability to interact with customers through video and audio tools in a way that is professional, friendly, and reassuring
• Experience with project management and documentation tools is necessary
• Experience with Google Workspace, Slack, and Microsoft platforms is helpful
• Tech savvy over a wide range of SaaS-based tools, including creative tools, AI, and CRMs
• Fluency in oral and written English; second language is a plus
• Honestly, professionally, and actively communicate with clients, Team Members, and management to help foster continuous and positive client relationships and promote company growth
• May require some meetings (paid) outside of regularly scheduled shifts
• Quiet, distraction-free workspace in your home that includes a door that closes
• Direct connection from computer to router/modem via Ethernet cable
• Strong and consistent Internet bandwidth: 50 Mbps download speed or faster and 5 Mbps upload from a reliable provider

2. Client Specialist Role Responsibilities:

Client Specialists work directly with clients to support their growth and operations by performing a variety of standardized operations tasks as well as unique project tasks. Our clients are mostly purpose-driven and the work HigherRing does for them may be a one-person representation or a team representation.

We depend on our Client Specialists to be positive and energetic self-starters and problem solvers who are comfortable taking the initiative and exercising their judgment in the performance of client tasks, which may include (depending on the client and industry):

• customer service
• executive assistance
• operations support
• social media planning and moderation
• light financial operations
• inventory tasks
• tech support

In all aspects of a Client Specialist’s daily work, we expect that they will foster an environment that is engaging, supportive, and thoughtfully straightforward. We expect our Client Specialists to always treat the client partnership with respect and professionalism, including doing any research in advance of proposing any solution or answering client questions. We also expect our Client Specialists to use their unique insight into the client’s business to think creatively about any possible ways to propel the client’s business forward.

The Client Specialist must diligently document their work with the client, including updating new processes or changes to existing processes.

Further Details:

• This role is a lead-level role. Client Specialists meet with HigherRing management regularly to talk through challenges and opportunities around work. The Client Specialist will prepare for these meetings by being ready to discuss pertinent topics such as:
  • Project statuses
  • Client issues
  • Opportunities for client improvement
• Client Specialists also participate in client calibration calls
• They are always proactive and are good communicators - responsible for keeping the client relationship worthwhile for both the client and HigherRing and for responsibly escalating to HigherRing management if the relationship becomes strained
• Client Specialists serve as escalation point persons for difficult customer or user interactions and may need to dive deep into customer situations or propose customer solutions for excellent customer service to clients
• The Client Specialist will work closely with team managers to craft client documentation so that other team members may perform the work in their absence
• The Client Specialist may also be asked to partner with the marketing team to write articles or content about the best way to do specific pieces of work based on their experience
• Perform other duties as requested

Our Benefits Package Includes:

• Employee (not contractor) status at a mission-driven company
• Paid training
• Option to participate in medical, dental, and vision insurance programs (we cover 76+% of the basic plan premium)
• 401(k) plan with a 2% match contribution
• Paid sick leave
• Paid vacation is available for use after the completion of 1 year of employment
• A financial wellness and coaching program - 0% loans to help pay down debt
• An opportunity to work from home, reducing your carbon footprint, commute time and expense, and wardrobe and food costs!
• Opportunities for growth and advancement in a fast-paced work environment where employee input is valued, and where mutual respect and camaraderie are a significant part of our culture.
• Opportunity for everyone to be an owner of the company. Our Employee Stock Incentive Plan is offered to all employees.

HigherRing is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, gender expression, sexual orientation, age, national origin, disability, marital status, or military status, in any of its activities or operations.

Further, we are looking for people who want to use their power for good and we advocate as a business for pro-social/inclusive policies with elected officials and to bring awareness to our communities. We believe in a woman's right to choose, that everyone deserves to be able to easily vote, that guns should be regulated with at least the same laws applicable to car ownership (licensing and insurance), that we should be vaccinated and wear masks during a pandemic, that white supremacy is a past and growing problem, that humans are responsible for climate change and that it presents a clear and present danger to life on this earth. If those concepts don't align with your worldview, we may not be the employer for you.

Note:

Currently, we are able to hire in the following states. Please only apply if you live in and would be working from one of these states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Idaho, Indiana, Iowa, Kansas, Kentucky, Lousiana, Maine, Maryland, Mississippi, Missouri, Nevada, North Carolina, North Dakota, Oklahoma, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia and Wisconsin.

READY TO TAKE THE NEXT STEPS?

Visit our Careers page at HigherRing Careers to take the first steps!

Please be sure to (1) fully answer all the application questions, (2) add your resume, and (3) include a cover letter! (We can’t consider you without all three submissions.)

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