This is a remote position.
This position will provide leadership, direction, and ongoing management for the Customer Service team. At a growing start-up, we all wear many hats. This person will be just as comfortable leading a training meeting as they are signing in to onboard a new driver.
You’ll be responsible for overseeing the activities of the department, including monitoring and improving quality, documenting processes and policies, ensuring potential driver satisfaction in all interactions, and setting departmental strategic goals.
This role oversees the GoShare Customer Service team, responsible for Customer and Active Delivery Professional support. This includes but not limited to our Omni-Channels of phone, email, chat, SMS, and Slack channels. You will also work cross-functionally with our Driver Support team to provide top-tier service to our drivers.
Responsibilities:
- Ensure that every customer and driver has a great experience with GoShare
- Oversees the daily workflow of the department
- Maintain a weekly schedule for the customer support team and PTO requests
- Provide timely support for escalated concerns.
- Coaching and leading training for the Customer Service team
- Work cross-functionally with the Driver Support team.
- Any additional duties assigned by the VP of Operations or CEO
Requirements
- Highly self-driven and comfortable with ambiguity and change
- Excellent verbal and written communication skills
- Excellent problem-solving, analytical thinking capabilities, and exceptional attention to details
- Ability to listen and provide constructive feedback
- Self-motivated, able to work independently
- Ability to handle and prioritize multiple tasks
- 2 years Experience in last mile logistics or gig-economy marketplaces preferred
Required Experience:
- 5+ years of work experience with 1+ years of direct people management experience in a customer-facing role