Customer Service Manager
About this role
This is a remote position.
THIS POSITION IS CLOSED.
You’ll be responsible for overseeing the activities of the department, including monitoring and improving quality, documenting processes and policies, ensuring potential driver satisfaction in all interactions, and setting departmental strategic goals.
This role oversees the GoShare Customer Service team, responsible for Customer and Active Delivery Professional support. This includes but not limited to our Omni-Channels of phone, email, chat, SMS, and Slack channels. You will also work cross-functionally with our Driver Support team to provide top-tier service to our drivers.
Responsibilities:
Ensure that every customer and driver has a great experience with GoShare
Oversees the daily workflow of the department
Maintain a weekly schedule for the customer support team and PTO requests
Provide timely support for escalated concerns.
Coaching and leading training for the Customer Service team
Work cross-functionally with the Driver Support team.
Any additional duties assigned by the VP of Operations or CEO
Requirements
Highly self-driven and comfortable with ambiguity and change
Excellent verbal and written communication skills
Excellent problem-solving, analytical thinking capabilities, and exceptional attention to details
Ability to listen and provide constructive feedback
Self-motivated, able to work independently
Ability to handle and prioritize multiple tasks
2 years Experience in last mile logistics or gig-economy marketplaces preferred
Required Experience:
5+ years of work experience with 1+ years of direct people management experience in a customer-facing role
Company at a glance
GoShare is revolutionizing the way businesses connect with local delivery drivers. Our innovative platform provides businesses with a cost-effective & efficient solution for all their last mile & middle mile delivery needs.
With the ever-increasing demand for same day & on demand delivery, businesses must stay ahead of the competition by providing exceptional delivery services. GoShare enables businesses to tap into a network of trusted & reliable delivery professionals who can quickly & efficiently deliver their products to customers.
By partnering with GoShare, retailers have access to a nationwide pool of delivery professionals who are experienced in handling all types of goods, from small parcels to large furniture & pallets. Our delivery professionals are carefully vetted & equipped with the necessary tools to ensure safe & secure transport, giving businesses peace of mind.
GoShare's technology platform simplifies the entire delivery process, from order dispatch to real-time tracking and automated exception handling. Businesses can seamlessly integrate their existing systems with our platform using our API, enabling them to manage orders, track deliveries, & receive instant updates on the status of each delivery. This level of efficiency not only saves time & resources but also enhances the overall customer experience. Our user friendly website & mobile apps make it easy to order & manage deliveries from anywhere.
We understand that every business has different needs & requirements. Our tailored solutions are designed to accommodate the unique demands of each business, whether it's offering flexible delivery windows, white-label branding, or custom reporting. GoShare is committed to working closely with businesses to ensure their specific delivery goals are met.
Join the growing number of businesses who have experienced the benefits of partnering with GoShare. Streamline your delivery process, reduce costs & provide exceptional service to your customers.
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