Influx is a fast-growing startup offering a scalable, elastic, and turnkey customer support solution for tech companies and eCommerce brands.

Delivery Manager (Remote)

ROLE:

As a senior member of our delivery team, Influx Delivery Managers support and encourage ~20 direct reports to go above and beyond client expectations. Each Delivery Manager (DM) will collaborate with DMs and stakeholders from various countries around the world. Most of them (including you) work fully remotely, 100%. 

As a Delivery Manager your day might look like so:

• Have a video meeting with a client to understand their up and coming seasonal business growth and how the Influx team can provide additional support and resources to meet demand

• Forecast team growth required for the next six months to meet the growing needs of clients

• Coach a Client Team Leader in handling a particular service disruption including the communication plan 

• Have a one on one video meeting with your Agents to discuss current performance and their career aspirations & growth. 

• Review operational reports to understand actual and forecasted revenue from your clients. 

• Lead the onboarding of a new e-commerce client based in the US to help them with a backlog of customer support tickets and prepare them for the next holiday season 

This role reports to a Delivery Director and will have a portfolio of around 7 clients and a team of 20 subordinates (team leaders and agents) but this might vary and change depending on clients’ sizes and growth. 

ABOUT YOU:

If you’ve got the following qualities, please get in touch:

• Creative, adaptable, curious, and self-driven people who are interested in building something of lasting value

• You treat others as you would like to be treated

• You communicate to be understood

• You make clear commitments, set expectations, and follow through

• You appreciate, give, and actively seek out feedback 

• You have high standards on yourself and people around you

• You’ve managed a team of 15+ people

• Even better if it was in customer support or a related field 

• Even better if it was in a distributed/ remote environment

• Even better if it was in a B2B context

• You thrive in a rapidly changing environment

BENEFITS

We are a fully remote company, mostly we work 9-5, but some of us adjust our schedules to better collaborate with our teams working in different time zones.  We all make time each day to walk the dog, do the school run or go kite surfing – and we turn Slack off after hours. 

• Fully remote position

• A culture that balances autonomy and accountability 

• Technology allowance

• On the job training

• Career growth, with company growth that produces roles to fill