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Support Manager (Remote US & Canada)

Company: Dolly Inc.
Location: Garland
Posted on: January 15, 2022

Job Description:

Why Dolly:Dolly is the leading on-demand local moving and delivery service for big and bulky items. Dolly was built with a vision for reimagining how local moving and delivery should work and is trusted by customers in 45+ U.S. markets and large national retailers. (e.g. The Container Store, Best Buy, Costco, and many more) We have a maniacal focus on improving the customer experience at every stage of the process-providing a combination of convenience, reliability, and value that's never existed before.
At the heart of the service are thousands of Dolly drivers, called Helpers, providing unsurpassed customer satisfaction. Our Helpers have carefully handled millions of items, using their own trucks and vans, all while working on their own schedules. We're proud to be the gig-economy platform of choice for our Helpers, providing consistent earning opportunities and high earnings at $40+/hour.
Dolly is a wholly-owned but independent subsidiary of Updater. Though we are headquartered in Seattle, we are remote-first, and this is a remote-friendly position provided you can work North American business hours. We are ambitious and humble, we prize innovation, and we are passionate about building the customer-obsessed household brand in an industry that's ripe for disruption. Join us!
How you will make a difference: -The Support Operations team is the lifeblood of our customer experience. - The Support Manager leads a team of Specialists and Agents that interface directly with customers, retail partners, Helpers, and other parties to ensure that Dolly deliveries are going as planned and troubleshooting problems when they aren't. - The Support Operations team is critical to the scale and growth of the team and directly contributes to our ability to provide awesome experiences to our customers.
In this role, you'll report to the Director of Support Operations. - You will have the opportunity to work closely with Operations peers as well as cross-functional partners like Supply Operations, Product, and Sales teams. - Your work is fast-paced and dynamic, requiring complex-problem solving and outstanding communications skills. - In this role, you'll have the opportunity to solve problems for our customers and also transform our internal operational processes. - You will work closely with our Business Process Outsourcing partners to manage our communications, processes, and offshore workforce. - You will very quickly develop a deep understanding of the mechanics of our business and will regularly develop innovative solutions to big problems.
What you will do:

  • Oversee and manage the team that provides best in class customer service for our customers. - This team also owns chargebacks, social media engagement, fraud analysis, and other unique operational and customer support functions.
  • Design, manage, and improve customer support systems and processes.
  • Understand and fully leverage our customer support tool suite, composed of both Zendesk and internally developed tools.
  • Develop the staffing and scheduling plan for a large team of specialists and agents
  • Create tools (dashboards, system notifications) to monitor operations and proactively solve delivery and coordination issues. -
  • Act as an escalation point for Operations team members handling the most complex or ambiguous customer issues.
  • Work with our Product team to recommend improvements to our tools and processes that will improve operational efficiency.
  • Share results internally through ongoing business reviews.
    Who you are and what you bring:Fundamental:
    • Motivated, curious, and creative
    • Customer obsessed - maniacal about understanding customer wants and needs
    • 5+ years experience with customer support and/or account management
    • 2+ years experience managing a customer support or operations team in a technology-driven environment
    • Experience writing customer facing documentation, macros, and SOPs -
    • You have a bias towards action, but sweat the details
    • Enjoy working in a fast-paced, dynamic environment
    • Able to communicate with a range of audiences and stakeholders
    • Comfortable operating at highly strategic and tactical levels, and switching between them effortlessly
    • Strongly aligned with Dolly's core values -Differentiators
      • Thought leadership in the customer support space or a deep understanding of industry best practices
      • Background in project management
      • Zendesk administration and configuration experience
      • Startup experience - familiar with the urgency and scrappiness of early-stage dynamics
      • Experience with data (SQL, Metabase)
      • Bilingual - English/Spanish
        What else you should know about Dolly:We believe that becoming an increasingly diverse, equitable, and inclusive workplace makes us a more successful, relevant, competitive, and resilient organization. As such, Dolly is an equal opportunity employer that prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, family or parental status, or Veteran status.
        We are headquartered in Seattle but we are a remote-first workplace and this is a remote-friendly position provided you can work North American business hours. -Finally, Dolly is a wholly-owned, independent subsidiary of Updater, the leading moving concierge platform. Together with Updater, we are forever changing the moving and delivery landscape.

Keywords: Dolly Inc., Garland , Support Manager (Remote US & Canada), Executive , Garland, Texas

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