About the role
Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
Qualifications:
- Proven experience in multi-channel customer support (calls, chats, and emails) with consistent high-quality performance
- Strong client communication and stakeholder management skills, with the ability to present insights and recommendations clearly and professionally
- Demonstrated ability to work directly with clients or cross-functional stakeholders on projects or initiatives
- Strong analytical and problem-solving skills with the ability to interpret data and generate actionable insights
- Ability to work independently and manage priorities
- High attention to detail with strong focus on accuracy, compliance, and process adherence
- Familiarity with workforce coordination, real-time support, or scheduling adjustments is an advantage
- Familiarity with reporting tools, dashboards, or BI-related outputs is a plus
Key Responsibilities:
- Client Project Support
- Collaborate directly with the client on projects and new initiatives
- Assist in ensuring client requirements are clearly understood, properly executed, and consistently met by the operations team
- Analyze and propose SOP and process improvements to improve efficiency, accuracy, and high-quality delivery of outputs
- Act as a backup resource for Heroes, stepping in during absences or unexpected workload spikes to ensure service continuity and stability
- Path 3 - Perform and support complex Tier2 CSR & Back Office tasks, including but not limited to:
- Adjusting event details (Name, Number of Attendees)
- Changing the Status of a Reservation
- Adding, removing, and adjusting fees
- Changing the renter/renter organization and using the reset/recalculate function
- Provide expert-level support across calls, chats, and email channels, ensuring consistent quality and customer experience
- Training & Backup Support
- Act as a backup trainer for upskilling sessions, refresher training, and continuous learning programs
- Support onboarding and nesting programs to ensure a smooth transition of new hires into production readiness
- Workforce Support & Real-Time Operations
- Support real-time queue monitoring, staffing adjustments, and workload balancing to ensure optimal coverage
- Assist in managing scheduling gaps and unexpected demand fluctuations to maintain SLA performance
- Collaborate with operational leads to ensure efficient resource utilization and service continuity
- Data Analysis, BI & Reporting Support
- Analyze operational performance data to identify trends, risks, and improvement opportunities
- Partner with the BI team to ensure accurate, relevant, and actionable reporting outputs
- Support the preparation of reports and dashboards by providing contextual insights and operational interpretation of data
- Translate data findings into recommendations that improve efficiency, quality, and client outcomes
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.