About the Company
The Boys & Girls Clubs of Greater Fort Worth is dedicated to enabling all young people, especially those who need us most, to reach their full potential as productive, caring, responsible citizens. We provide a safe place, caring adult mentors, fun and friendship, and high-impact youth development programs. Our mission is critical in fostering a positive environment for growth and learning for the youth in our community, both in-person and through innovative online platforms.
Job Description
We are seeking a compassionate and dynamic Online Customer Support Lead to oversee our virtual support and mentorship program for 17-year-old teens. This pivotal role involves leading a team of online mentors, ensuring high-quality engagement, and providing direct support to teenagers navigating various life challenges, educational paths, and personal development goals. You will be instrumental in creating a safe, supportive, and empowering online environment, focusing on positive youth development and fostering meaningful mentor-mentee relationships. This position requires a proactive leader with excellent communication skills, a deep understanding of adolescent psychology, and a passion for making a tangible difference in young lives.
Key Responsibilities
- Lead, train, and manage a team of online mentors, ensuring adherence to best practices and safeguarding policies.
- Oversee daily online support operations, including managing inquiry queues and ensuring timely, empathetic responses to teens.
- Develop and implement engaging online mentorship activities and resources tailored for 17-year-old teens.
- Provide direct online support and guidance to teens, addressing their concerns and connecting them with appropriate resources.
- Monitor online interactions to ensure a positive and safe environment, addressing any issues promptly and professionally.
- Collaborate with program managers to integrate online support with broader youth development initiatives.
- Collect feedback and analyze engagement data to continuously improve the online mentorship program.
- Act as a primary point of contact for complex teen inquiries or challenging mentorship scenarios.
Required Skills
- Minimum of 2 years of experience in customer support, youth development, or online community management.
- Proven leadership experience, including training and supervising a team.
- Exceptional written and verbal communication skills, with the ability to connect effectively with teenagers and parents.
- Strong understanding of adolescent development and common challenges faced by 17-year-olds.
- Proficiency in using online communication platforms, CRM software, and digital tools for engagement.
- Demonstrated ability to handle sensitive situations with empathy, discretion, and professionalism.
- Excellent problem-solving skills and a proactive approach to conflict resolution.
Preferred Qualifications
- Bachelor's degree in Social Work, Psychology, Education, or a related field.
- Experience working in a non-profit organization or an educational setting.
- Bilingual proficiency (English/Spanish) is a plus.
- Certifications in youth counseling, mentorship, or online community management.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company matching.
- Opportunities for professional development and continuous learning.
- A fulfilling role contributing directly to youth empowerment.
- Supportive and collaborative team environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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