About Managed by Q:

Managed by Q is the platform for office management, helping thousands of offices nationwide run their workplace operations more seamlessly by combining technology, expertise, and high quality service. As today’s leading companies are increasingly aware of the need for an excellent workplace experience, they are turning to Managed by Q to deliver it.

The facilities and office services industry represents a more than one trillion dollar opportunity globally, and has seen little to no innovation driven by technology prior to Managed by Q. Today, thousands of companies -- ranging from high growth start-ups to the Fortune 500 -- are using Q to discover, book, manage, and pay service providers across hundreds of service categories including cleaning, maintenance, IT, security and administrative staffing. By combining all of these services onto one frictionless platform, Q is changing the way the world works.

Founded in New York City in 2014 with a vision to build the operating system for offices, Managed by Q has been a powerful voice in the national conversation around the future of work. Heralded as the “standard bearer of good jobs in the on-demand economy,” Managed by Q has built a reputation for championing employee ownership and creating good jobs with opportunities for career growth for workers of all backgrounds. Today, Q employs over a thousand people across 5 cities and works with hundreds of small businesses, many of whom are introducing technology to their business for the first time to improve service quality and grow their bottom line.

Managed by Q is headquartered in Manhattan’s SoHo neighborhood, and has offices in San Francisco, Chicago, LA, and Boston. The company is backed by the world's leading investors including Google Ventures, RRE, Homebrew, Greycroft and Staples.

About the role: 

Central Operations Coordinators execute on all the centralized tasks related to Q’s maintenance and cleaning business. CO Coordinators ensure that every client session is staffed with a Q Cleaning Operator. They do this by building recurring schedules for Cleaning Operators, and by responding to Operator callouts and requests for time off. Beyond scheduling, CO Coordinators are responsible for serving as a central point of contact for Cleaning Operators. CO Coordinators work with Operators and clients across Q’s four markets in NYC, Los Angeles, San Francisco, and Chicago to make sure our daily execution is efficient and error-free, our customers receive the best and most reliable cleaning service, and our Operators enjoy going to work every day.

Responsibilities (included but not limited to): 

• Staffing:
  • Build thoughtful schedules for Cleaning Operators by balancing Operator availability with the needs of Q clients
  • Manage schedule change requests, call-outs, and requests for time off from Operators, and re-staff sessions accordingly
  • Address customer issues related to schedule changes 

• Operator Support:
  • Respond to all Operator inquiries submitted through the Operator hotline
  • Assist Operators with issues related to time and attendance and account location
  • Connect Operators to the appropriate point of contact within Q to ensure they are supported and enabled to succeed
  • Enforce Q attendance policy by assigning consequences for all Operator callouts 

• Communication/Collaboration:
  • Effectively and professionally instruct operators via written, face-to-face, or over-the-phone communication
  • Subject Matter Expert of policies and procedures and effectively communicate to Operator base
  • Interact positively with and communicate openly with fellow Q team members

• Proper Use of Managed by Q Tools/Technology:
  • Use Salesforce, Google Docs, Slack, ipad applications, smartphone, and proprietary internal technology to communicate with team
  • Submit operator tickets electronically for any breach of company policy

Requirements:

• Ability to work Monday - Friday between the hours of 10pm - 6am required
• High School Diploma or GED required
• 2+ years professional experience in customer service or customer-facing role
• 2+ years professional experience working with hourly workforce
• 2+ years professional experience communicating via phone and email with clients and coworkers
• Proficiency with Microsoft Office and Google Apps (Gmail, Google Docs and Calendar)
• Ability to speak and write English fluently
• Strong written and verbal communication skills
• Ability to consistently maintain professionalism and a high level of customer service

Benefits:

• Ground floor opportunity at one of the fastest growing companies in the world
• Competitive salary
• Generous stock options
• 401(k) with matching
• 100% coverage for medical, dental, and vision insurance
• An insanely supportive, hardworking team, building something BIG