Description
Big delivery companies have had it their way for too long. In a world where you can order food from any restaurant and get it delivered in minutes, ecommerce is being left behind. The legacy companies chuck parcels over your fence, make you wait in all day, or give you tracking that feels like it was built in the 90s (probably because it was). It’s a terrible experience for consumers and merchants alike.We’re on a mission to change that. We’re rebuilding deliveries from the ground up, using our own tech and electric vehicles to fundamentally change the way things work.
We’re building the best deliveries on earth 🌎We're looking for an amazing person to manage Customer Operations at Packfleet. Your role will be varied, with room to grow in the directions that you enjoy, and the empowerment to define Customer Operations & the team around you.You will be responsible for developing and implementing effective strategies to improve the customer experience, managing the team’s performance, and providing regular training and support.We're looking for someone who has some existing customer operations experience though may not have grown a team before but is eager to dive in, learn as we grow, and build something entirely new.
What you’ll be doing day to day:
- Developing and implementing effective strategies to improve customer experience, including service standards and processes.
- Leading, motivating, and managing a team of employees to achieve individual and team goals.
- Establish and maintain relationships with key merchants.
- Monitor customer feedback and trends to identify areas for improvement and make data-driven decisions.
- Documenting company processes and workflows and making sure they are kept up to date.
- Identifying and facilitating process improvements to increase team efficiency, reduce costs and create scalability, including reviewing systems to automate processes where possible.
- Carry out regular training and development sessions to ensure the team is up to date with the latest company processes.
- Set performance goals and metrics for the team and provide regular feedback and support to help improve them.
- Handling escalated customer complaints or queries.
🏡 Logistics (pun intended 🫢)
This is a hybrid role. Our office/depot is based in Bermondsey, London where we spend at least 2 days/week together. Being in the office/warehouse is important for keeping us close to the day to day physical operations, so we get to see on a granular level how Packfleet operates.
💌 How to apply
You can apply here in just a few minutes, and if you have any questions or queries you’re welcome also to drop an email to jobs@packfleet.com as well. We are able to sponsor visas for this role.
💛 Our commitment to diversity
We care deeply about creating a diverse team so we particularly encourage applications from people from different underrepresented demographics and encourage you, regardless of your background and past experience, to apply if the role excites you.If we want to solve problems for people across the UK (and one day around the world), our team has to represent those we’re solving them for. So we need to attract the best talent and create an environment that supports and includes them.
Requirements
You should apply if:
- You’re excited about what we’re doing! We’re a tech company working in a very traditional industry and that gives us a huge opportunity to build something truly different.
- You’re an excellent communicator that can resolve issues for both businesses and individuals with our tone-of-voice.
- You have previous experience as a Customer Operations Manager or a similar CS role.
- You’re a problem solver who loves finding ways to make processes work as efficiently as possible.
- You’re comfortable getting hands-on in a very early stage startup environment. We’re still a small team and so you’ll be involved in everything.
- You are confident in conflict resolution and customer complaint handling.
- You care about the team and culture we are building, and understand the importance of giving feedback and supporting others around you.
Benefits
What you’ll get:
- A competitive internally-transparent salary and stock options in Packfleet, with the choice to trade-off salary for additional stock options on signing. The range for this role, based on experience, is £40,000 - £45,000 alongside meaningful equity.
- Experience at an early stage startup, with a team that’s taken companies from zero-to-one before.
- A close knit working environment where everybody is working in the same direction, with regular monthly socials.
- A company & culture that cares about the people within it, with benefits like health insurance, mental health days-off, a learning budget, internally-transparent salaries and 35 days holiday (inc. bank holidays) with top-ups & unpaid holiday if you need more.
- Our Recharge Day on the last Friday of every month: a paid day off, to spend doing something you enjoy with others in the team, rest and recuperate, or a bit of both.
- A budget to spend at our merchants every month, as well as free deliveries through Packfleet, so you can support independent businesses and also get the Packfleet experience first hand.
- The equipment you need to work to your best.
