Lifted
11 - 50 employees
Founded 2018
🏥 Healthcare
👥 HR Tech
📋 Compliance
💰 $6.2M Series A - Lifted on 2021-06
Healthcare • HR Tech • Compliance
Lifted is a platform for health and social care providers that streamlines recruiting, onboarding, sponsorship and ongoing compliance. The product offers access to pre-screened care workers, automated background and right-to-work checks, digital training and audit-ready records, Certificate of Sponsorship and visa application support, and real-time compliance dashboards and alerts. It is built to help care employers hire, sponsor and stay audit-ready with embedded immigration and compliance workflows.
M365 Operations Lead
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🔥 0 minutes ago
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Lifted
11 - 50 employees
Founded 2018
🏥 Healthcare
👥 HR Tech
📋 Compliance
💰 $6.2M Series A - Lifted on 2021-06
Healthcare • HR Tech • Compliance
Lifted is a platform for health and social care providers that streamlines recruiting, onboarding, sponsorship and ongoing compliance. The product offers access to pre-screened care workers, automated background and right-to-work checks, digital training and audit-ready records, Certificate of Sponsorship and visa application support, and real-time compliance dashboards and alerts. It is built to help care employers hire, sponsor and stay audit-ready with embedded immigration and compliance workflows.
📋 Description
• Support operations and Agents during assigned shifts to meet established SLAs • Complete weekly ticket audits covering Agents’ technical and soft skills application • Assess ticket resolution quality and implement improvement solutions within the specified weekly timeline • Manage day-to-day operations, escalations, and Agents’ general needs across time-zone coverage • Conduct regular Agent performance evaluations • Provide team leadership, coaching, and mentorship to Agents by time zone • Provide insights based on Agent knowledge and previous experience • Screen internal candidates on technical and soft skills for role changes • Assess capabilities of potential candidates in the hiring pipeline • Ensure Agents complete contract deliverables while maintaining professional customer treatment • Analyze incidents involving disrespectful or unprofessional customer treatment and report substantiated cases to Microsoft Operations Management • Provide feedback and insights to improve Agent, customer support, and Microsoft services experiences • Communicate with Upwork regarding talent needs
🎯 Requirements
• Experience with M365 administration and technical support • Experience managing customer support teams • Experience leading technical support teams • Strong technical support knowledge, particularly within the M365 environment • Experience with SLA management and ensuring teams meet established service-level targets • Experience with ticket auditing and quality assurance • Experience providing coaching, leadership, and mentorship • Experience handling escalations and day-to-day operational issues • Experience conducting performance evaluations and providing constructive feedback • Ability to assess technical and soft skills when screening candidates • Experience evaluating candidate capabilities for internal role changes or hiring pipelines • Strong analytical and problem-solving skills, with the ability to use data/evidence to assess situations and recommend improvements • Strong communication skills, particularly when working with Microsoft Operations Management • Customer-focused mindset and strong understanding of professional customer service standards • Ability to work across different time zones/shifts and manage shift-based operations • Ability to identify process and performance improvement opportunities • Experience working with staffing/talent needs or recruitment coordination • Provide own hardware and software tools at own expense • Laptop/PC with dual boot: personal/work partition and project-dedicated environment • Windows 11 Pro compatible, with latest updates installed and activated using a genuine product key • Minimum 16GB RAM • Intel 8th generation (Coffee Lake/newer) or equivalent AMD processor • TPM 2.0 required • Minimum 160GB SSD with 64GB free space for the partition • LAN connection required; WiFi may not be used to connect to provided systems and tools • Minimum 50 Mbps upload/download internet speed • No third-party antivirus software; only Microsoft Defender with the latest update • Microsoft Teams-compatible webcam with at least 720p resolution • USB 3.0 Microsoft Teams-compliant microphone and headset with background noise cancellation • At least one monitor with 1368x720 or higher resolution
🏖️ Benefits
• Employees can work remotely • Freelancer provides own tools at own expense • Strongly suggested/preferred dual monitors • Microsoft Defender antivirus allowed without third-party antivirus software
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