Customer Support Supervisor (Hybrid-Remote)

Returnmates is a fast-growing, LA-based technology and logistics startup that enables consumers to return online purchases without leaving their home. Our mission is to make online shopping more enjoyable by providing a return experience that’s as seamless as the purchase. We combine technology and logistics to provide a white-glove service for consumers -- no more printing, boxes and tape! If you want to join an innovative team that is tackling an area of ecommerce that has been left out to dry, this is the place for you.
Returnmates is venture-backed by top VCs in LA and NYC, and founders from Allbirds, Warby Parker, Harry’s and thredUP. Our team is made up of scrappy operators, engineers, and marketers from Uber, Lime and Amazon.
The Role:
We are seeking an organized, well-spoken Customer Support Supervisor to join our team! At Returnmates, we are obsessed with delivering a magical customer experience -- we revolve around our customers. The ideal candidate is someone who can provide timely resolutions and help build processes to enable more efficient, high-quality responses. This role will require daily interaction with our operations team and drivers. Your day-to-day efforts will support aggressive growth and expansion at a rapidly growing, early-stage startup.
What You’ll Do:

• Analyze customer service metrics and create reports to identify areas for improvement
• Foster a positive and supportive team culture that values collaboration and accountability
• Act as a point of escalation for customer issues that cannot be resolved at the frontline level
• Review staffing levels to ensure adequate coverage and support during peak periods
• Provide ongoing coaching and training to the team to enhance their skills and knowledge
• Monitor customer feedback and respond to customer inquiries in a timely and professional manner
• Develop and implement strategies to improve customer satisfaction and retention rates
• Provide regular feedback to team members on their performance and progress
• Ensure the team is meeting and exceeding customer service standards and KPIs
• Create and maintain standard operating procedures for the customer support team
• Ensure that all customer support interactions are documented and tracked in our systems
• Flexibility in hours, with the ability to work PST hours
• Participate in the recruitment, selection, and onboarding of new team members
• Lead and manage the day-to-day operations of the customer support team
• Handle complex customer service issues and provide timely and effective solutions

Requirements
Qualifications:

• Ability to analyze data and use insights to make informed decisions
• Excellent time-management skills and the ability to meet deadlines
• Excellent communication skills, both verbal and written
• Proficiency with Google Suite (Google Sheets, Google Docs, Google Slides, etc.) and Microsoft Office (Excel, Word, PowerPoint)
• Bachelor's degree
• Strong leadership skills and the ability to motivate and coach a team
• 2-3 years of experience in customer service or customer support roles, with at least 1 year in a supervisory or team lead capacity
• Strong problem-solving skills and the ability to handle complex customer issues
• Strong attention to detail and the ability to maintain high levels of accuracy
• Strong verbal and written communication skills
• Ability to work in a fast-paced environment and manage multiple priorities
• Proficient in customer service software and tools

Favorable, but not Necessary Experience:

• Gmail
• Dialpad telephony system
• Zingle SMS system

Preferred Qualifications:

• Ability to listen to customer concerns and come up with empathetic solutions
• Humble, can-do attitude with an obsession with solving customer problems
• Tech savvy; able to navigate multiple support software systems
• Interest in understanding e-commerce and the online returns process

If you meet the above qualifications and are passionate about providing exceptional customer service, we would love to hear from you! Don't check every box? Send us a note anyway. We're always looking for great folks to join our team!
Benefits
You'll be excited to join the team because we have:

• The opportunity to join the ground floor of a fast-paced startup experiencing hyper-growth!
• 100% health, vision, and dental benefits coverage for employees, and 50% coverage for eligible dependents

Returnmates is committed to a diverse and inclusive workplace. Returnmates is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, they can contact us directly.
Candidates must be at least 18 years of age. Returnmates does not sponsor for immigration, including for H-1B, TN, and other non-immigrant visas, for this role.