Customer Support Lead Mentorship

Our nonprofit's customer service department has grown rapidly as our program has jumped to 30,000+ active users. We now have around 10 agents, working almost exclusively via email support.

Our director of customer service is very new, and still learning the ropes. She would love to connect with a seasoned customer service leader to get advice on motivating her team, tracking data, and setting up systems for the team to succeed. We currently struggle to meet our satisfaction/response goals and our director is trying to figure out how to motivate the team without pushing them too hard and how to allocate capacity most effectively.

At ENGin, we transform lives through weekly online conversations between English-speaking volunteers and English learners in Ukraine. Customer service is the primary team ensuring all participants have a rewarding and impactful experience with ENGin, providing guidance and solving problems for our volunteers and students all over the world. This project helps build the foundation for excellent support - just a few hours of your time will directly impact tens of thousands of people for years to come.

We have a dedicated full-time staff member you will be collaborating with and have extensive written materials documenting the current state of the team. We have buy-in for this project across our leadership team.