Customer Support Specialist (Remote)

Hours: Tues - Sat, 9am-5pm ET

If you love the excitement a fast paced, growing tech company brings, and you have a passion for helping and supporting people, Updater may have the role for you. We’re looking to add a Customer Support Specialist (Supply Operations) to our team. This team works closely to support the helpers who are out in the field for Dolly, moving the items for our customers.

Moving is one of the most universally relatable problems. Most of us have moved at least once and have come to understand that moving can be painful. Updater is solving that pain at scale. We’re a well-funded and growth-focused company, with technology that touches nearly 50% of all household moves in the US annually, and we’re growing quickly. Dolly, a subsidiary of Updater, is the leading provider of on-demand local moving and delivery services. Dolly allows you to book same-day moving services, get real-time tracking, and receive first-class service from end-to-end. Consumers rave that Dolly is fast, convenient, and transparent, leaving an average of 4.7-stars across 30,000+ reviews in the App Store.

A typical day will include responding to and engaging with members of our Supply base (Helpers & Hands) to help them execute in their roles; you will be connecting with them via phone, email, and text/chat. You will get to speak to a variety of people, and help solve problems of various complexity. If you love investigating and digging deep to problem solve, while being an empathetic advocate for your customers, you might love this role. We are a small team, so you will get to grow and stretch in your role, focusing on helping to streamline processes, and jumping in to give the best support possible. Day to day, you will work closely with the Supply Team Lead who prides themself on being available to help the team resolve issues in the way that works best for you and our Supply base. You will also report directly to the Business Operations Lead; they like to lead with transparency and flexibility.

About the Role

• Respond to members of our Supply Base to deal with complex issues
• Proactively identify and execute service efficiency improvement opportunities (e.g., SOP and Knowledge Base development)
• Manage the existing Supply population, making sure they remain engaged, compliant, and following industry best practices
• Process Supply pay and adjustments as needed
• Utilize Zendesk for ticketing of issues
• Utilize G- Suite for documentation and some tracking
• Hours: Tues - Sat 9am-5pm ET
• This is not a role that we are able to offer sponsorship for, so candidates must be eligible to work in the US without sponsorship
• This role is remote, but candidates need to be based in one of the following states: FL, GA, IL, MA, MI, MT, OH, OR, TN, TX, WI

About You

• 2+ years of professional / customer service experience in high-growth startups and/or tech-enabled logistics, transportation, or freight brokerage
• Experience working on a lean team and improving processes in a growing org
• Proficiency with Zendesk or similar tool
• Comfort with Google Sheets and Docs
• A true ability to resolve issues with empathy, you are a champion and an advocate for our Supply Base
• Experience in a role that required research to solve customer issues