Visual Interpreter Supervisor - Aira

Aira is visual interpreting.

We are an assistive technology company on a mission to remove barriers and make the world more accessible. We operate 24/7/365 in three languages worldwide and provide service wherever there is an internet connection. 

Our service is live, human-to-human professional assistance for people who are blind or have low vision. Using the powerful combination of a camera and the Aira app on someone’s device of choice, a professionally-trained Visual Interpreter (an Aira Visual Interpreter) will assist by visually interpreting what is in the camera’s view or on screen, from describing to reading, explaining to navigating – just about anything, safely and securely. Visual Interpreter Supervisors support Visual Interpreters in creating outstanding and memorable interpreting experiences.

Aira is used in any industry – such as higher education, technology, retail, healthcare, transportation, and more. Our robust and growing network of partners committed to inclusion and accessibility includes airports, banks, major software companies, financial firms, retailers, and universities. With millions of calls to date, our Visual Interpreters empower individuals to overcome accessibility barriers every day by providing live, on-demand access to visual information. 

By joining this organization, you will have a major impact on the lives of millions of people worldwide who are blind or have low vision.

Work Environment:

This is a 100% remote position. Supervisors primarily supervise Visual Interpreters taking calls during scheduled hours, as well as engage and support them. The Visual Interpreter Supervisor role is a part-time non-exempt position.

Objectives of this Role:

• Support critical operations: serve as a subject matter expert, answering questions from VIs, promptly resolving technical or emergency escalations, and reporting any issues to the relevant individuals
• Nurture organizational alignment: understand and communicate the strategic objectives of the Visual Interpreter Service department and foster a sense of understanding and confidence among VIs
• Grow community engagement: understanding the needs and interests of the Visual Interpreter community and find ways to connect with them in meaningful ways by fostering a sense of connection and collaboration, trust, and support to create a strong and vibrant community that is actively engaged and invested in the organization's mission and values

Responsibilities:

• Complete projects as assigned
• Report performance-related discrepancies
• Follow the Visual Interpreter Code of Professional Conduct
• Respond to calls when escalated from Explorer and/or Visual Interpreter
• Act as a Visual Interpreter in high-profile demonstrations of the service
• Identify operational gaps and suggest process improvements 
• Foster comradery and engagement amongst VIs actively on shift
• Answer calls from strategic partners during periods of high demand
• Cascade and echo strategic initiatives of the Visual Interpreter Services department
• Report daily the results of operations during scheduled Leader on Duty shifts
• Communicates plans, projects, requests, and explanations effectively
• Assume responsibility and accountability for completing assignments and tasks successfully 
• Develop and maintain effective working relationships with team members and Explorers 

Key Skills:

Customer Service/Communication:

• Demonstrate ability to listen and resolve conflicts with customers/Explorers, find the root cause of issues, and communicate clearly with Explorers and VIs to ensure their concerns are resolved
• Demonstrated ability to write clearly, concisely, and with proper use of grammar
• Act with integrity, honesty, and knowledge to promote the culture, values, and mission of Aira
• Cascade and echo strategic initiatives among VIs

Leadership:

• Coach, motivate, and support VIs while on shift
• Maintain composure, retain perspective, and respond in a professional manner when faced with challenging situations and during times of uncertainty and changing priorities

Problem-Solving and Decision-Making:

• Make timely and quality decisions, and improve productivity and efficiency by drawing on experience and data to anticipate potential problems before they arise

Aira’s Values:

• We are powered by people.
• We embrace change and agility.
• We act with integrity, transparency, dignity, and respect.
• We are champions of inclusion, diversity, and accessibility.
• We pursue excellence & hold ourselves accountable for results.

Aira’s Operating Principles:

• Agility: We reconsider priorities and solutions when presented with new information, scenarios, and opportunities.
• Focus: We operate with a plan, based on our roadmap and aligned to our priorities.                        
• Diversity: We embrace a workplace that celebrates personal differences and the way those differences make us all stronger.
• Scalability: We expect and demand repeatable, documented processes to replace ad-hoc operations, so we can scale growth and support career movement.
• Fiscal Responsibility: We make financial (or investment) decisions using radical optimism coupled with disciplined, fiscal conservatism.
• Transparency: We engage in open, honest, and direct, two-way communication, because we trust one another.
• Corporate Social Responsibility: We support the community in matters related to health, employment, and independent living. This includes making our service available as broadly as possible to support these commitments.

Requirements

Studies show women and other marginalized groups are less likely to apply to a job because they do not meet 100% of the requirements. We encourage individuals with unconventional experience to apply. Experience in lieu of education may be applicable.

• A high school diploma or GED equivalent.
• Be 18 years of age or older.
• Fluent in English.
• Right to work in the United States
• Excluded locations: CA, CO, D.C., IL, MA, NJ, NY, OR, and WA
• A private workspace with no background noise that is free from family, friends, pets, visitors, etc.
• A computer system that meets our required technical specifications:
• Windows or Mac computer using Windows 11 or Mac OS Ventura 13.0 or higher (no Chromebooks)
• A 4 Core CPU
• A minimum of 40 GB of available disk space
• Processor speed of 2.0 GHz or higher
• Minimum of 8 GB RAM
• An internal or external camera
• Use of headphones with a noise-canceling microphone attached. It must be wired while taking calls.
• Minimum internet speed of 50 Mbps

Experience:

• Two years or greater of customer service experience 
• One year or greater of supervisory experience
• Experience supervising 20+ individuals at a time

Availability:

• Availability to work the following part-time schedule (times are in PST):
• Wednesdays: 7:00am-12:00pm
• Thursdays: 7:00am - 10:00am
• Fridays: 3:00am - 6:00am
• Saturdays: 5:00am - 10:00am
• Sundays: 4:00am - 9:00am
• Although this Visual Interpreter Supervisor position is part-time, we are open to considering full-time applicants who will supplement their Supervisor hours with Visual Interpreting work during specified hours, including weekends, where additional staffing is needed to support our Explorers.

Skills and Traits:

• Highly organized and attentive to detail
• Strong and active contributor to organizational alignment
• Team player who takes ownership of and pride in their work
• Understanding of how to handle sensitive and confidential information
• Ability to navigate in a high-paced and ambiguous environment
• Ability to take initiative and work independently and as a member of a team
• Ability to work well with varying levels of management while maintaining positive working relationships with customers, peers, and other team members  

Benefits

• $23 per hour compensation
• 100% remote work - always was, always will be
• Paid training
• Paid sick leave
• 7 Days to start
• 21 Days after 3 years 
• $400 Annual technology stipend
• Opportunity to shape a new profession
• Supportive, integrated team environment with ongoing development opportunities