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Company | Neighbor |
Address | Lehi, UT, United States |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-09-03 |
Posted at | 9 months ago |
At Neighbor, our vision is to bring communities together by solving our neighbors’ biggest challenges.
- Identify product changes that will improve user experience, and work cross-functionally to drive organizational impact
- Collaborate with other decision-makers across the company to drive satisfaction through the full customer lifecycle
- Lead Neighbor’s Support team and oversee strategic vision and tactical operations
- Manage relationships with vendors and BPO partners
- Scale the Support team through both hiring and expanding automation and self-service
- Lead and mentor a team of Support Team Leads and Specialists in providing outstanding customer service
- Be a decision-maker and advocate for the team’s development and needs
- Measure and improve the customer satisfaction
- Comfortable working as an individual contributor in a fast-paced, dynamic, high-energy environment
- Domain knowledge in the different areas of Support: CSAT, SLA’s, best-practices, Help Center/Knowledge Base, ticket deflection, self-service, etc
- Experience communicating directly with customers to assess needs and solve issues
- Excellent verbal and written communication skills
- (Bonus) Experience working at a two-sided marketplace
- 3+ years in a Support leadership role, including hiring experience
- 2+ years of experience in a start-up environment or fast growing company
- Generous PTO
- 401(k) plan
- Medical, dental, and vision insurance
- Stock options
- Infant care leave
- On-site gym/showers open 24/7
- Hybrid work model - WFH every Monday
- 11 paid company holidays
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