Head of Customer Service Operations

Head of Customer Service Operations

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today
will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the
environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability.
By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles
driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete
control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them.
That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t
like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated
user experiences that guide our team members on the ground. We are looking for a Head of Customer Service Operations who will be
responsible for overseeing Courier, Client, and End Customer queries, and ensuring that our customers receive the highest level of service.
As a Customer Service Operations Lead, you will be accountable for key metrics such as customer satisfaction, response time, resolution rate,
and team productivity. You will be responsible for building and leading a team of customer service agents, setting up processes and protocols,
and implementing best practices for delivering exceptional customer service

As a Head of Customer Service Operations at Relay, you can expect to…

  • Build, manage and oversee a team of customer service agents, providing coaching and feedback to ensure exceptional service levels

  • Develop and implement customer service policies and procedures, ensuring consistency across all channels

  • Monitor and analyse customer service metrics, identifying areas for improvement and implementing corrective actions in order to meet our SLAs

  • Drive excellence on key service metrics: CSAT, NPS, Response times, agent productivity and efficiency

  • Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution

  • Develop and implement training programs for new hires and ongoing training for existing team members

  • Identify trends and recommend process improvements to optimise team performance and improve customer satisfaction

  • Stay up-to-date with industry trends, best practices, and customer service tools

You might be a great fit for this role if…

  • There is truly no job in CS you would not be excited to take on – and some outside of CS as well. From building out a team, to implementing new processes and protocols to be followed, to completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them.

  • You have high agency and take pride of ownership in your work. You naturally take initiative, seeking out the best opportunities for impact.

  • You have deep empathy for the humans for whom you work with, our clients, our end customers, operational team members, last & middle mile couriers, customers, partners, and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work.

  • You are eager to rapidly implement change, see results and iterate quickly within new problem domains.

  • You value and practise clear communication, active listening, and intentional collaboration.

We are looking for candidates who....

  • 6+ years of experience in customer service or support, with at least 2 years in a leadership role

  • Strong leadership and team management skills

  • Excellent communication and interpersonal skills

  • Experience setting up a customer service/support team from scratch

  • Proven ability to develop and implement customer service/support policies and procedures to drive excellence

  • Strong analytical and problem-solving skills

  • Familiarity with customer service/support tools and technologies such as Zendesk or Intercom

Apply Now

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