Customer Care Team Supervisor

2ULaundry and LaundroLab are on a mission to create time for the world to focus on the things that matter most - and that probably isn't laundry! We're a rapidly growing startup that is rewriting the rules around this time-consuming task by building two complementary brands. With our convenient pick-up and drop-off service and modern, inviting laundromats, we provide people with an effortless and convenient solution to laundry and dry cleaning to give them back time because as we all know, time is valuable.
As a Customer Care Team Supervisor, you're an ambassador for the 2ULaundry brand. You're comfortable thinking on your feet and feel a genuine sense of pride when helping people and solving challenging problems. You need to be customer-focused and business-minded with an ability to coordinate across several departments. You are self-motivated and continually strive to help build a world-class customer and employee experience.
What You'll Do As a Customer Care Team Supervisor

• Oversee daily operations for the Customer Care Team, serving as the primary escalation point for any support needs
• Own hiring and onboarding for all new team members, ensuring proper and effective training for all daily responsibilities
• Other duties as assigned
• Own catastrophic customer tickets, partnering closely with internal departments to resolve issues in a timely and effective manner
• Provide ongoing support and training for all Agents through QA initiatives, shadowing sessions, weekly 1:1 meetings, etc. to uphold the company's quality standards in everything we do
• Write, track, and send all customer reimbursements and purchase all replacement items
• Gain a thorough understanding of the customer journey. Master our services, internal systems, and operational procedures to ensure thorough and clear communication in training and the enforcement of business policies across all agents
• Manage scheduling, timesheet approvals, and assist with other HR-related tasks
• Provide front-line coverage as needed during team shortages, primarily during scheduled OOO time and/or based on department needs as we continue to grow and hire team members
• Identify and proactively escalate critical issues impacting our daily operations and partner with Central Operations to create a plan of action, including any targeted customer outreach
• Help reorganize Google Doc workflows into the Notion database for improved agent experience and scalability
• Manage the team of 3-4 Customer Care Agents and 1-2 Dispatch (Delivery Driver Support) Agents.
• Own order feedback response management, ensuring all questions and concerns are addressed in a timely and effective manner

Who You Are

• You hate disorganization. When something is out of place, you put it back - you don't walk past it
• You have experience building something from scratch
• You are prepared to hire a lot of agents!
• You have 3+ years of customer service experience, including escalations
• You have experience using an international workforce to delegate low-skill tasks away from your W2 staff.
• You have 2+ years of supervisory or coaching experience

What You'll Get As a Customer Care Team Supervisor

• Competitive salary
• Heavily discounted laundry and dry cleaning (Now who doesn't love that?)
• The flexibility to work mostly remote with the ability to work from our office near Charlotte's vibrant South End neighborhood on occasion.
• Medical, Dental, and Vision benefits
• Paid time off and holidays
• Access to an Employee Assistance Program, including on-demand counseling with licensed counselors 24/7/365
• Immediate 401k eligibility

2ULaundry is an equal-opportunity employer. We value diversity and strive to create an inclusive environment representative of a variety of backgrounds and experiences. Employment is decided solely on the basis of qualifications, merit, and business need.