[Hiring] Inbox Coordination @Relentless

Role Description

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 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, acting as the first level of support for program organizers (POs) during their inbox shifts.
• They answer the questions they can, escalate those they can’t, and keep the Inbox Manager informed of inbox capacity and PO performance.
• 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.
• 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.

Qualifications

• Experience managing and leading staff, with a preference for those with experience leading sales, customer service, or help desk teams (Inbox Manager).
• Leadership or Team Captain experience a plus, with a preference for those with experience leading a team of volunteers or part-time staff (Inbox Coordinator).
• Strong written and verbal communication skills, with the ability to translate our event scripting voice into text and email messages in the inbox.
• Ability to stay cool under pressure, have patience for a variety of communication styles, and meet participants and part-time staff where they’re at each day.
• Problem solver who enjoys thinking through complex and niche participant issues to effectively and efficiently solve them.
• Comfort and energy in fast-paced, scaling environments where priorities shift.
• Access to a computer and reliable internet.
• Familiarity with Zendesk highly preferred, or the willingness and ability to learn it quickly.
• Empathetic leaders who care about accessibility in their communication and are eager to motivate a team of enthusiastic and diverse workers.

Requirements

• Implement a training program that equips 50+ program organizers with basic Zendesk knowledge, ticket workflows, and FAQ resources.
• Manage the execution of our inbox from end to end.
• Lead check-in calls at the start of every PO’s inbox shift throughout the day.
• Be the Manager-On-Duty for every inbox shift – handling questions in the Slack channel, monitoring escalation folders, and ensuring 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.
• Provide feedback on individual PO’s performance to the Deputy Director of Programs, Organizer Experience.
• 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.
• In collaboration with the Content Logistics Manager and Events Manager, ensure that our robust FAQs and Knowledge Base is updated throughout the program.
• Directly manage the Inbox Coordinator, providing direction and feedback as they support and coach POs in the inbox each day.

Benefits

• Location: Remote
• Compensation: Inbox Manager: $6,000/month, Inbox Coordinator: $5,250/month
• Schedule: Full-time
• Hours Expectations: Flexible schedule, including some evenings and weekends, to accommodate recruitment and event volume.
• Anticipated a six-day workweek in the final stretch, starting in October and running through Election Day.

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.