Company Overview

Dropoff has become the first national brand to modernize the standards of same-day delivery by offering businesses a superior experience built on convenience, reliability and unmatched customer service. Through innovative technology and trusted, professional delivery drivers, Dropoff seamlessly becomes an extension of any business and a true logistics partner. From real-time tracking and confirmations, transparent pricing, flexible delivery options, and feature-rich APIs, Dropoff offers businesses the same-day delivery solutions they need to satisfy customers and achieve their goals. 

About the Opportunity/Team

Searching for your dream job? At Dropoff, we are changing the same-day delivery experience for companies and their customers. Come see what it’s like to have an amazing employee experience, continually recognized as one of the best places to work in Austin, TX.  We have seen tremendous customer growth and we're now searching for a world-class Customer Service Manager to help lead our customer service team to provide superior to our customers.

The Challenge

Customer Service team is a rapidly growing group within the Operations department. The purpose of the department is to:

• Continually provide World Class Customer Service to our clients.

• Coordinate operationally within the Logistics Department to meet client requests. 

• Preemptively identify potential order issues and resolve them with our clients before they become a problem. 

• Escalate recurring delivery issues to the Account Management team to resolve structural issues that inhibit on time delivery consistency.

• Monitor overall on-time delivery to target underperforming customers and/or markets.

Expectations for Success

As the Customer Service Manager, you are responsible for leading/managing the customer service department team that handles both inbound client calls for orders in progress, as well as outbound calls with customers to proactively manage deliveries that require troubleshooting. Additionally, this individual is the administrator for the customer service and engagement ticketing system. This is a hands-on role that will also require periodic direct involvement in handling escalated customer issues and resolutions.

Responsibilities of this position include:

• Lead a team of 6-8 direct reports, bringing best practices for telephone call support and ongoing coaching experience.

• Drive ongoing improvement in customer service key performance metrics impacting customer experience, including call answering coverage, speed, and overall customer satisfaction.

• Serve as customer service engagement escalation point, tackling customer service issues directly where necessary.

• Conduct call qualify reviews and analyze customer feedback to provide feedback and guidance to customer service representatives.

• Work with Operations leadership team to identify process and efficiency improvements to improve scalability.

Key Requirements

• 4-6 years of experience working within a customer care team and experience as a people leader

• Ability to drive performance metrics such as productivity, CSAT, quality reviews, service level and other key channel and customer metrics.

• Demonstrated ability to build relationships within the organization and work collaboratively with peers and key business partners to build high performing teams.

• Must thrive under pressure and work well in a fast paced call center environment. Ability to multitask with minimal supervision.

• Background with leveraging contact center technology to drive exceptional customer experiences such as IVR’s, Chat, Self Service and CRM software systems. 

• Ability to motivate and coach team members to retain and develop talent.

• Strong written communication and presentations skills.

• Experience with G Suite tools and/or Microsoft office with solid metric and analysis, creation and reporting to drive insight and performance.

• Bachelor degree preferred (in a Business related discipline).

Who are you?

• You are known for your strong work ethic and problem-solving ability

• You are known for working well under pressure.

• You thrive in a competitive, collaborative environment

• You have a excellent attention to detail and multi-tasking skills

• You have a consistent track record of hitting and exceeding customer service KPIs.

• You love untangling complex issues.

Dropoff Benefits

• Stock options

• Great Healthcare Plan for you and all dependents (we help you out with the cost!)

• Flexible vacation policy

• Weekly office-catered lunch or breakfast

• Culture - Incredible work environment (yes, you can wear jeans!)

• Room to grow your career

Dropoff is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.