Customer Service Operations Supervisor

About Relay

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground. We are looking for someone to join us in Customer Service Operations on a temporary basis with the potential to be permanent in the future. You will be responsible for resolving Client, End Customer and Courier queries, and ensuring that our customers receive the highest level of support. You will be accountable for key metrics such as customer satisfaction, response time and resolution rate. You will also support with setting up processes and protocols, and implementing best practices for delivering exceptional customer support.

About the role

We are seeking a dedicated and proactive Customer Service (non-live) Operations Supervisor to manage and optimise our daily operational activities. The ideal candidate will possess strong leadership skills and foster a positive team environment while driving continuous improvement across the department. You will be the first hire for this role so we will be looking for someone with previous experience, an entrepreneurial spirit to take on new challenges and can work with minimal to no supervision. This role will be essential to building the foundations for the future of being a supervisor at Relay.

This is a fantastic opportunity for a motivated individual looking to make a significant impact on the operations of a dynamic and growing organisation. If you are passionate about leadership, continuous improvement, and delivering high-quality results, we encourage you to apply.

As the Customer Service Operations Supervisor at Relay, you can expect to:

• Team Management & Mentorship: Oversee daily operations by conducting regular one-to-ones (121s), providing coaching, and managing team performance to ensure all team members are meeting their targets and contributing effectively.

• Resource Utilisation: Ensure that all resources are used efficiently, and team productivity is maximised. Implement strategies to improve workflow and resource allocation.

• Process Development: Develop and refine processes to enhance operational efficiency and quality. Continuously seek opportunities for improvement and implement best practices.

• Reporting and Monitoring: Create and maintain reports to track key performance indicators (KPIs) and other metrics. Use data to identify areas for improvement and take appropriate actions.

• Continuous Improvement: Drive a culture of continuous improvement by implementing industry best practices, optimising processes, and reducing inefficiencies.

• Performance Monitoring: Closely monitor KPIs, promptly address deviations, and ensure the team is aligned with business objectives.

• Collaboration: Work closely with leadership to ensure that operations are in sync with overall business goals. Collaborate with other departments to streamline processes and improve cross-functional communication.

• Scheduling: Prepare and manage team schedules, ensuring compliance with legal and labour law requirements while meeting operational demands.

• Project Assistance: Assist the Head of Customer Service on various projects, contributing insights and driving initiatives to successful completion.

We are looking for candidates who have:

• 1-2 years of experience in a supervisory role

• Problem-solving: Strong problem-solving skills, with the ability to think critically and make informed decisions under pressure.

• Technical Skills: Proficient in GSuite, particularly Google Sheets, with the ability to create and manage complex reports. Familiarity with customer support tools and technologies - ideally Dixa 

• Process Implementation and Optimisation: Ability to develop and implement customer support policies and procedures to drive excellence

• Proactivity: A proactive approach to work, with the ability to anticipate challenges and address them before they escalate.

• Team Player: Strong collaboration skills, with a commitment to working as part of a team to achieve common goals.

• Independence: Able to work independently, managing time and priorities effectively.

• Communication: Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively to team members and leadership.

• Growth Mindset: You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team

• The position is hybrid

• This role would be at least 40 hours per week which may include weekend work.