Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Logistics & DeliveryIndustries
Requirements
Candidates should possess 5+ years of experience in customer operations, customer success, or a related field, along with 2+ years of proven leadership experience and a track record of developing and managing high-performing teams. Strong analytical skills, including the ability to leverage data for decision-making and process improvements, are required, as well as strong written and verbal communication skills.
Responsibilities
As a Customer Operations Team Lead, the individual will lead, develop, and scale a high-performing team dedicated to ensuring account success for key senders, oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues, gain a deep understanding of customer needs, build strong relationships, and partner effectively to exceed SLAs. They will collaborate with leadership to identify and implement solutions to enhance team performance and efficiency, develop scalable processes to enhance service quality and efficiency, partner cross-functionally to introduce technology and process enhancements, take lead on resolving high priority escalations, leverage data to identify trends and uncover opportunities, and champion a customer-first culture.
Skills
Leadership
Customer Operations
Customer Success
Process Improvement
Data Analysis
Relationship Building
Cross-functional Collaboration
Problem Resolution
Roadie
Crowdsourced same-day delivery logistics platform
About Roadie
Roadie provides a crowdsourced delivery platform that connects everyday drivers with individuals and businesses needing same-day delivery services across the United States. The platform operates on an "on-the-way" delivery model, allowing drivers to pick up and deliver packages along their existing travel routes. This approach not only speeds up delivery times but also makes efficient use of transportation resources, reducing the need for additional delivery vehicles and minimizing environmental impact. Roadie serves a diverse clientele, including small businesses and large enterprises, and offers various delivery solutions such as home delivery and express air delivery. With a network of drivers covering over 20,000 zip codes, Roadie is the largest local same-day delivery provider in the country. The company's goal is to create a more connected and efficient delivery system by transforming everyday travel into a public transportation grid.
Key Metrics
Atlanta, GeorgiaHeadquarters
2014Year Founded
$83.7MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer GoodsIndustries
201-500Employees