We are building the future of freight

Mothership's groundbreaking technology is unlocking the world's potential by making freight delivery more efficient. Founded in 2017, we're backed by some of venture capital's best investors and have already become the logistics backbone for many of today's most innovative companies.

We are looking for a VP of Support to design, build, and lead all Customer Support operations at Mothership. You will be responsible for building a customer support organization that delights customers and strengthens the brand from the ground up. We know that Customer Support is crucial to establishing customer trust and faith in the Mothership brand.

As our VP of Support, you will report directly to the CEO and act as a trusted advisor to our new and existing customers and carriers, by understanding their needs, business drivers, strategic goals, and desired outcomes. You will shape how we work with customers and carriers to maximize successful relationships and help refine the playbook to formalize our processes across key customer segments to accelerate our onboarding and migration plans.

What You'll Do

• Develop a strategy and vision for how we will build a strong Customer Support organization at Mothership
• Develop a clear strategy to increase customer engagement and customer service quality through technology, with the intention to scale the organization to support hundreds of millions of customers and contacts per year
• Identify, track, and improve customer support and relations by increasing and enhancing the user experience
• Develop a user experience through customer success touch points that strengthens our brand
• Analyze user engagement data, identify actionable insights, and report regularly on KPIs
• Work closely with cross-functional teams to ensure and coordinate deliberate approaches to complex projects
• Make sound decisions on our staffing models and location strategy to support Customer Success operations
• Translate the “voice of our customers” to drive product roadmaps and innovation across our lines of business
• Advocate for our users and provide them with an outstanding experience by leading your team to resolve issues and answer questions promptly and proactively

Qualifications

• 3+ years in a leadership role including managing and mentoring a team
• 6+ years of relevant experience managing multiple accounts with a proven track record of success
• Highly attuned to industry trends through continual research
• Ability to succeed with minimal guidance in ambiguous circumstances
• Avid self-educator who’s constantly consuming resources on how to lead teams and be a better manager
• Strong accountability, work ethic, sense of urgency with zero entitlement
• Excellent verbal and written communication
• Skilled in people and problem resolution
• Bachelor’s degree or higher is preferred but not required

Benefits & Perks

• Highly competitive salary and the opportunity to earn employee stock options
• Full health, dental and vision insurance coverage (PPO)
• Leadership Training
• 401k (4% matching)
• Unlimited paid time off
• Equipped with the latest technology
• Remote workplace stipend

Culture at Mothership

We’re an ambitious, endlessly curious, and open-minded group. Our team is passionate about our mission and eager to produce work at the highest level. The environment is upbeat and supportive because we care about each other and believe positive momentum equals better outcomes.

If this sounds like a place you’d be a great addition to, let’s chat.