Support Manager

Large online marketplaces like Amazon have trained consumers to expect products delivered to their doorsteps within 1-2 days at no extra cost. As a result, millions of sellers on other marketplaces are falling behind, unable to cost-effectively deliver products to their customers within 1-2 days. Deliverr's mission is to enable any seller, regardless of size, to delight their customers with fast and cost-effective fulfillment.

We’re a group of operation gurus, engineers, product experts, customer champions and designers, looking for intelligent, driven and passionate people to help make our vision a reality. We’re based in the heart of San Francisco and backed by a leading silicon valley venture capital firm. 

If you get excited thinking about joining a company on a mission to deliver products everywhere in the world within two days - we’re looking for you. 

What you'll do 
  • Lead and manage our Customer Support team, responsible for:
    • Reviewing and responding to all emails received from both our sellers and our partner warehouses
    • Troubleshooting and resolving reported issues, piecing together the end-to-end story to identify root causes, and seeing cases through to resolution
    • Reporting systemic issues and bugs to relevant internal teams, including Engineering
  • Create and lead extensive training program for onboarding new support reps and upholding continuous training of existing reps as new features of the product are launched and company goals and strategies evolve
  • Review exceptions over time to identify trends and expose prime opportunities to improve our operations and increase customer satisfaction
  • Work closely with our Engineering and Sales Managers to ensure systemic issues are being addressed, sustainable solutions are being implemented, and all teams are kept abreast of our sellers’ and warehouse partners’ needs
  • Be primary author of our Standard Operating Procedures (SOPs) for Customer Support, ensuring processes are kept up to date and template responses are of highest quality 

What we’re looking for 
  • 3-5 years of relevant experience managing a customer support team
  • Experience managing teams of 5 or more
  • Excellent communication skills, especially written
  • Ability to adapt in a rapid growth environment
  • Strong problem solving skills + great attention to detail
  • Personable and love speaking with others via phone, email, and chat
  • Strong computer literacy skills
  • Incredibly hardworking and willing to do what it takes for us to reach our goals
  • Comfortable with Google Sheets

Bonus points for:
  • Experience in transportation/logistics
  • Experience working with SQL, creating and running reports

We also have great benefits to make your life easier so you can focus on what you're best at:

  • Competitive salary
  • Generous stock option plan
  • Medical, dental and vision insurance
  • Unlimited vacation
  • Commuter benefits
  • Discounted gym membership
  • Daily catered lunches
  • Snack-filled kitchen

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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