About Packfleet
At Packfleet we’re on a mission to empower independent businesses across the UK to offer the best deliveries on Earth. We’re bringing the experience of receiving a package into the 2020s with modern tech, real-time tracking and updates, seamless integrations and great customer experience.
About the role
Our Customer Operations Manager is responsible for leading and managing a team of Customer Operations Specialists to provide a magical customer experience, for both recipients and merchants.
This role involves developing and implementing effective strategies to improve the customer experience, managing the team’s performance, and providing regular training and support for both Customer and Live Ops.
You will also be responsible for analysing relevant data and metrics, collaborating with other departments and managing the customer operations budget.
We're looking for someone who has some existing customer operations experience though may not have grown a team before but is eager to dive in, learn as we grow, and build something entirely new.
You will report to Helen, our Senior Operations Manager.
What you’ll be doing day to day:
- Develop and implement effective strategies to improve customer experience, including service standards and processes.
- Lead, motivate, and manage your team to hit individual and team goals.
- Establish and maintain relationships with key merchants.
- Monitor customer feedback and trends to identify areas for improvement and make data-driven decisions.
- Document company processes and workflows and making sure they are kept up to date.
- Identify and facilitate process improvements to increase team efficiency and create scalability, including reviewing systems to automate processes where possible.
- Carry out regular training and development sessions to ensure the team is up to date with the latest company processes.
- Set performance goals and metrics for the team and provide regular feedback and support to help improve them.
- Collaborate with sales to make sure we create seamless and coordinated customer experiences. Along with representing Customer Ops for onboarding calls with new merchants.
- Develop and manage the customer operations budget through tracking expenses and reporting.
- Handle escalated customer complaints or queries.
- Keep up to date with industry technology to improve Customer Operations processes.
Metrics and KPIs you own:
- Recipient & Merchant NPS
- Recipient, Merchant & Driver contacts per delivery
- Intercom first response and resolution time
- Team development and morale/happiness
🏡 Logistics (pun intended 🫢)
This role is based at our office/depot in Bermondsey, London. We currently work in a hybrid set-up, where we aim to spend at least 2 days/week together in the office and working remotely the rest of the time, keeping us close to the physical elements of our business whilst also giving flexibility for remote working.
💌 How to apply
You can apply here in just a few minutes, and if you have any questions or queries you’re welcome also to drop an email to jobs@packfleet.com as well. We are able to sponsor visas for this role.
💛 Our commitment to diversity
We care deeply about creating a diverse team so we particularly encourage applications from people from different underrepresented demographics and encourage you, regardless of your background and past experience, to apply if the role excites you.
If we want to solve problems for people across the UK (and one day around the world), our team has to represent those we’re solving them for. So we need to attract the best talent and create an environment that supports and includes them.
Requirements
You should apply if:
- You’re excited about what we’re doing! We’re a tech company working in a large, very traditional industry and that gives us a huge opportunity to build something truly different.
- You’re an excellent communicator that can resolve issues for both businesses and individuals with our tone-of-voice.
- You have previous experience as a Customer Operations Manager or a similar CS role.
- You’re a problem solver who loves finding ways to make processes work as efficiently as possible.
- You’re comfortable getting hands-on in a very early stage startup environment. We’re still a small team and so you’ll be involved in everything.
- You are confident in conflict resolution and customer complaint handling.
- You care about the team and culture we are building, and understand the importance of giving feedback and supporting others around you.
Benefits
What you’ll get:
- A competitive internally-transparent salary and stock options in Packfleet, with the choice to trade-off salary for additional stock options on signing. The range for this role, based on experience, is £40,000 - £45,000 alongside meaningful equity.
- Experience at an early stage startup, with a team that’s taken companies from zero-to-one before.
- A close knit working environment where everybody is working in the same direction, with regular monthly socials.
- A company & culture that cares about the people within it, with benefits like health insurance, mental health days-off, a learning budget, internally-transparent salaries and 35 days holiday (inc. bank holidays) with top-ups & unpaid holiday if you need more.
- Our Recharge Day on the last Friday of every month: a paid day off, to spend doing something you enjoy with others in the team, rest and recuperate, or a bit of both.
- A budget to spend at our merchants every month, as well as free deliveries through Packfleet, so you can support independent businesses and also get the Packfleet experience first hand.
- The equipment you need to work to your best.
