Inbox Coordination - Multiple Levels

ABOUT THE ROLE

This cycle, we’re running Rally Organizing programs that compensate tens of thousands of low-turnout voters for their time as they learn about upcoming elections and mobilize and persuade their friends and family to vote. 

If virtual events are the heart of our program, the inbox is the brain. Our inbox is where participants go to celebrate successes, ask specific questions, and troubleshoot technical issues. We are often meeting participants at a vulnerable moment of frustration, and it is up to our inbox team to turn it into a positive experience for each person who interacts with a member of our team.

The Inbox Manager is the senior manager on duty for our program inbox; in the world of inbox, the buck stops with them! They also oversee our part-time program organizers (POs) during their inbox shifts – handling questions, escalations, and issues, while empowering each PO with the knowledge and support they need to problem solve effectively.

The Inbox Coordinator lives and breathes inbox support, and acts as the first level of support for program organizers (POs) during their inbox shifts – answering the questions they can, escalating those they can’t, and keeping the Inbox Manager informed of both how the inbox capacity is going and how POs are doing in the inbox. 

Our program organizers will come from a wide range of work backgrounds and experience levels, and you should be genuinely excited by that — energized by meeting each one where they are and making sure everyone has what they need to succeed.

While the Inbox Manager will lead, the Inbox Coordinator will support the team as together you lead check-in calls with POs for their inbox shifts, provide targeted feedback on PO responses, and make sure we are at inbox 0 by the end of each work day. The Inbox Team will own complex and escalated tickets, loop in senior members of staff when necessary, and coordinate with multiple departments to answer participants' questions in a timely and efficient manner. The Inbox Manager makes the game plan, and the Inbox Coordinator helps to execute. 

If you’re energized by solving complex participant inquiries with kindness and efficiency and love empowering a team to do the same, this team is built for you.

Inbox Manager: This is a full-time cycle role with an anticipated start date of September 29th and an end date of November 13th, 2026. 

Inbox Coordinator: This is a full-time cycle role with an anticipated start date of September 22nd and an end date of November 13th, 2026. 

DETAILS & COMPENSATION

Location: Remote

Compensation: Inbox Manager: $6,000/month, Inbox Coordinator: $5,250/month

Schedule: Full-time

Hours Expectations: This role requires a flexible schedule, including some evenings and weekends, to accommodate recruitment and event volume. We anticipate a six day workweek in the final stretch, starting in October and running through Election Day.

JOB DUTIES

• Implement a training program that equips 50+ program organizers with basic Zendesk knowledge, ticket workflows, and FAQ resources, prepping them for a high volume of tickets throughout the program.
• Manage the execution of our inbox from end to end – ensuring that our part-time staff is informed and supported during each inbox shift. This looks like:
• • Lead check-in calls at the start of every PO’s inbox shift throughout the day – giving updates as information changes throughout the course of the program and reconnecting POs to the greater purpose of Relentless’s work.
  • Being the Manager-On-Duty for every inbox shift – handling questions in the Slack channel, monitoring the escalation folders, and jumping in during periods of high volume to ensure inbox 0 by the end of each workday. 
  • General inbox oversight– noting patterns of high volume, question or issue trends, and staffing shortages or excesses – and escalating those observations to senior management.
• Provide feedback on individual PO’s performance to the Deputy Director of Programs, Organizer Experience to ensure our participants get the best experience possible with our inbox team.
• Handle the most sensitive and complex participant issues – looping in senior staff, coordinating across departments, and documenting any edge cases.
• Take on additional responsibilities as they come up, with the expectation that your day-to-day mix of work will shift with program needs.
• Inbox Manager: In collaboration with the Content Logistics Manager and Events Manager, you’ll ensure that our robust FAQs and Knowledge Base is updated throughout the program so that our POs have everything they need to answer questions in the inbox.
• Inbox Manager: Directly manage the Inbox Coordinator, providing direction and feedback as they support and coach PO’s in the inbox each day.

DESIRED QUALIFICATIONS

• Inbox Manager: Experience managing and leading staff, with a preference for those with experience leading sales, customer service, or help desk teams. Inbox Coordinator: Leadership or Team Captain experience a plus, with a preference for those with experience leading a team of vols or part-time staff. 
• Strong written and verbal communication skills, with the ability to translate our event scripting voice into text and email messages in the inbox, ensuring a unified and friendly program experience from top to bottom.
• You stay cool under pressure, have patience for a variety of communication styles, and are eager to meet participants and part-time staff where they’re at each day.
• You’re a problem solver – you enjoy thinking through complex and niche participant issues to effectively and efficiently solve them, and are able to coach others to do the same.
• Comfort and energy in fast-paced, scaling environments where priorities shift and you adapt with the team, ready and excited to jump in wherever needed to ensure inbox 0 at the end of each work day.
• Access to a computer and reliable internet.
• Familiarity with Zendesk highly preferred, or the willingness and ability to learn it quickly.

We’re excited about candidates who lead with empathy, care about accessibility in their communication, and are eager to motivate a team of enthusiastic and diverse workers.

HOW TO APPLY

In lieu of a cover letter, we’ll ask you to answer a couple of short-answer questions as well as a short skills assessment. 

EQUAL OPPORTUNITY

Relentless provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. We welcome applicants from any educational background, race, ethnicity, religion, creed, sexual orientation, gender identity, gender expression, sex, age, immigration status, citizenship status, national origin or ancestry, marital status, pregnancy, criminal record, mental or physical disability or disorder, HIV antibody status, parental or familial status, or veteran status, or any other characteristic protected by federal, state or local laws.