Overview

About the Role:
You’ll help supervise our Operations & Support Team by developing training, creating and updating internal processes, and overall working to drive operational excellence and equipping the Support team to provide a top level customer experience from start to finish. To be successful you’ll need to be an experienced support team leader who is comfortable leaping into the unknown in a high-growth environment.

What You’ll Do:
Manage the performance of the Operations and Support Coordinators and help each become more and more successful through scheduled observation sessions, feedback, and coaching.
Create and lead best practices training.
Handle escalated operational issues and customers.
Cooperate with leadership on contact management system improvements and strategic planning.
Scheduling support team to maximize coverage and efficiency.
Report performance, continually opportunities, experiment with changes, and use data to drive improvements and measures of success.
Jump in when needed to help respond to customer needs.
Support the growth of the business as needed.

Who You Are:
A skillful people and team manager with demonstrated ability to successfully lead and motivate a lean team that achieves awesome things (Bonus if you have experience managing a customer support team).
An incredible problem solver who thinks on their feet and can balance the needs and wants of several parties while ensuring wins for the company.
A process- and data-oriented, results-driven innovator, adept in process improvement and development and change management.
An expert at contact management system usage and best practices for scaling teams.
Calm and able to problem solve under pressure while working with others.

Interested? Email us at hireme[at]dolly.com with your resume and a few words about why you think you’d be a great fit.

About Dolly Inc.

Dolly's mission is to create freedom: of choice, of time, and from worry. We do this today by building and operating the top marketplace connecting customers who need help lifting, loading, and transporting big and bulky items with local pickup truck owners who can help them. We put the customer in control of their experience – when and how a pick up/delivery happens, how much help they need, total visibility into what is actually going on in real-time – all wrapped in an incredible customer experience.