Support Operations Specialist (Remote US & Canada)

Washington, DC
May 26, 2022
May 29, 2022
Full Time
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 US markets and large national retailers. (eg The Container Store, Best Buy, Costco, and many more) We have a maniacal focus on improving the customer experience at every stage of the processproviding a combination of convenience, reliability, and value thats 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. Were 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 thats ripe for disruption. Join us How you will make a difference: The Support Operations team is the lifeblood of our customer experience. Specialists on this team will interface directly with customers, retail partners, Helpers, and other parties to ensure that Dolly deliveries are going as planned and troubleshooting problems when they arent. 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, youll report to an Operations Manager. 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, youll have the opportunity to solve problems for our customers and also transform our internal operational processes. 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: Provide best in class customer service for our national retail delivery partners and customers. Interface with the Sales team to become a subject matter expert on new and existing retail partner relationships. Work with our support trainers to create new policies and SOPs based on changing operational requirements. Create tools (dashboards, system notifications) to monitor operations and proactively solve delivery and coordination issues. Ensure proper support coverage is adequate for retail partner operating hours and high volume sales events or end customer demand. Act as an escalation point for Operations team members and enable efficient processes to onboard and serve our retail partners. 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 2 years experience with customer support and/or account management 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 Dollys core values Differentiators Experience working with national retail brands Experience working in product support at a modern software company Background in project management Startup experience familiar with the urgency and scrappiness of early-stage dynamics Experience with data (SQL, Metabase) Bilingual - English/Spanish