Support Operations Specialist, Dolly (Remote)

Hours: Tues-Sat, 9am-6pm local time

If you love the excitement a fast paced, growing tech company brings, and you have a passion for helping and supporting business partners, Updater may have the role for you. We’re looking to add a Support Operations Specialist to our team. This team works closely to support the Channel Partners who utilize Dolly to help get deliveries to and from their locations to their customers' homes.

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 at our Channel Partners (some examples are retail and storage locations) to help them best utilize the Dolly product; you will be connecting with them via phone, email, and Zoom. You will be helping our partners with technical issues, onboarding, invoicing, and training among other things. If you love having a variety of work, working on a small team, and helping to keep partners happy, 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 Director of Retail Operations who prides themself on fostering a culture of collaboration where everyone matters.

About the Role

• Respond to members of partnership base, handling escalations or more complex issues.
• Reporting of partner results including highlighting of opportunities and trends.
• Onboarding of new partners and support of existing partnerships through the creation and maintenance of SOPs, knowledge base articles, training materials, and CRM set up.
• Proactive identification of process improvement opportunities and ownership of developing these opportunities.
• Utilize Zendesk for ticketing of issues.
• Utilize G- Suite for documentation and some tracking.
• Hours: Tues-Sat, 9am-6pm local time
• 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 marketplace company, retail organization, or other customer-facing role
• Proficiency with Zendesk or similar tool
• Comfort with Google Sheets and Docs
• Strong communicator both written and verbally, you will be using phone, email, and Zoom to connect with partners

Bonus Points for:

• Experience working in or partnering with retail