Customer Support - Driver Agent

About the job
Sway 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 e-commerce that has been left out to dry, this is the place for you.

The Role:

Sway is seeking a Central Ops Associate to support Sway's Driver operations across all markets. The Central Ops Associate will play a pivotal role and you’ll work closely with our Central Operations Team as we scale the business. You'll be responsible for creating processes that provide drivers with an amazing experience from the moment they apply. This will include managing a diverse team of independent contract drivers, working with 3rd party service providers, and liaising with the HQ operations team to share learnings and constantly innovating on our current model. Your day-to-day efforts will support aggressive growth and expansion at a rapidly growing, early-stage startup.

Requirements:

• HYBRID - LOS ANGELES, CA

What You’ll Do:

• Own our Driver Onboarding Processes and Experience
• Own Driver Conversions and our Top of Funnel (ATS System)
• Work directly with 3 third-party service providers
• Act as the primary point of support for all onboarding and application questions
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes. 
  
• Own all Driver Communications and Outreach
• Own all Supply related labor planning and Route Postings
• Help Local Markets source Drivers when needed.
• Create and execute creative Holiday or campaign plans to get ahead of demand spikes. 

Requirements

Basic Qualifications:

• Bachelor’s degree from an accredited college/university
• 2-4 years of experience (high-growth startup experience is a plus!)
• Experience, managing and directing the work of independent contractors
• Experience in managing complex projects/programs through to completion
• Ability to work in person at the warehouse facility full-time
• Excellent problem-solving abilities with a focus on process improvement
• Strategic thinker with the ability to develop and execute business strategies

Preferred Qualifications:

• Opportunity Seeker - Comes with ideas and chooses themselves to execute them
• Humble, can-do attitude with an obsession for solving problems
• Strong understanding of e-commerce, the online returns process, and logistics
• Strong verbal communication and customer service skills
• Strong Excel / PowerPoint skills (or Google Suite equivalent)
• Prior experience managing independent contractors
• Prior experience in onboarding processes and applicant tracking systems (Fountain!)

Benefits

You'll be excited to join the team because we have:

• The opportunity to join the ground floor of a fast-paced startup!
• Training & development
• A fun and engaging work environment

The Sway Way:

Bring on the Storm: At Sway, we recognize that change is the only constant in the startup journey, and we embrace the challenges it brings. Every setback offers a new perspective, guiding us to innovate and grow as we navigate the twists and turns of our path.

Every Package Matters: We refuse to accept the imperfection that defines traditional logistics; every package and interaction counts. Our commitment to striving for perfection in every delivery and return sets us apart and fuels our success, creating the magic of Sway.

Trust your Numbers: Data forms the backbone of our decision-making process. While we consider both quantitative and qualitative insights, we prioritize data analysis to inform our strategies, ensuring that every initiative is backed by solid metrics before we act.

Seek Responsibility: We thrive on ownership, eagerly stepping up to take on tasks and projects. While we embrace the opportunity to lead, we acknowledge our mistakes, communicate transparently, and continuously build processes to prevent them from happening again.

Low Ego, High Ambition: Ego has no place in our culture; we promote constructive debate and collaboration to achieve the best outcomes. By fostering positive interactions and supporting each other, we embrace the challenge of our mission with kindness and enthusiasm, enjoying the journey together.

Pay rate - $20 an hr.