Support Operations Associate
2 weeks ago
Sway is a fast-growing, seed-stage, LA-based technology and logistics startup that provides brands with a customer-centric delivery and returns experience for their shoppers. Our mission is to make online shopping more enjoyable by creating a seamless post purchase experience. We combine technology and logistics to provide a white-glove service for consumers -- step by step delivery tracking, SMS customer support, and boxless, printerless () doorstep returns. If you want to join an innovative team that is tackling an area of e-commerce that has been left out to dry, this is the place for you.
The Role:
We are looking for an organized, well-spoken Support Operations Associate to join our team At Sway, we are obsessed with delivering a magical customer experience for our Drivers and Customers. The ideal candidate is someone who can provide timely resolutions and help build processes to enable more efficient, high-quality responses. This role will require daily interaction with our operations team and drivers. Your day-to-day efforts will support aggressive growth and expansion at a rapidly growing, early-stage startup.
What You’ll Do:
- Support both our Drivers and Customers through omnichannel support including but not limited to; phone, chat, sms, and email
- Meet or exceed performance expectations
- Manage both inbound and outbound contacts
- Take a hands-on approach to resolving every issue, owning it from start to finish
- Acting as an advocate for both our customers, reporting and acting on observed areas for improvement.
- Interact with cross-functional teams in a respective and professional manner in at all times
- Punch in and out promptly and adhere to the schedule that you’re assigned
Requirements
Qualifications:
- 1+ years of high-volume customer service experience required or customer service focused roles.
- Able to effectively communicate through phone, sms, and chat
- Experience with computers, the internet, and customer support tools
- Must possess professionalism and a positive attitude
- Must have excellent verbal and written communication skills
- Ability to work nights and weekend if needed
Knowledge, Skills and Abilities:
- Ability to problem-solve
- Detailed orientated and professional demeanor
- Strong organizational skills
- Ability to multitask
- Excellent customer service skills
- Must have strong verbal and written communication skills
Favorable, but not Necessary, Experience:
- Dialpad dialer system
- Zingle SMS system
- Front
- Gmail
- Proficiency with Google Suite (Google Sheets, Google Docs, Google Slides, etc.) and Microsoft Office (Excel, Word, PowerPoint)
Preferred Qualifications:
- Humble, can-do attitude with an obsession with solving customer problems
- Ability to listen to customer concerns and come up with empathetic solutions
- Interest in understanding of e-commerce and the online returns process
- Tech-savvy; able to navigate multiple support software systems
- Ability to navigate ambiguity and comfortable with change
Benefits
The Sway Way:
Bring on the Storm
Every Package Matters
Trust your Numbers
Seek Responsibility
Low Ego, High Ambition
Comp - Hourly - $17-19 depending on geographical location
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