Support Operations Associate

Sway is a fast-growing, seed-stage, LA-based technology and logistics startup that provides brands with a customer-centric delivery and returns experience for their shoppers. Our mission is to make online shopping more enjoyable by creating a seamless post purchase experience. We combine technology and logistics to provide a white-glove service for consumers -- step by step delivery tracking, SMS customer support, and boxless, printerless (!) doorstep returns. 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:

We are looking for an organized, well-spoken Support Operations Associate to join our team! At Sway, we are obsessed with delivering a magical customer experience for our Drivers and 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.

This is a remote PART TIME role.

What You’ll Do:

• Support both our Drivers and Customers through omnichannel support including but not limited to; phone, chat, sms, and email
• Meet or exceed performance expectations
• Manage both inbound and outbound contacts
• Take a hands-on approach to resolving every issue, owning it from start to finish
• Acting as an advocate for both our customers, reporting and acting on observed areas for improvement.
• Interact with cross-functional teams in a respective and professional manner in at all times
• Punch in and out promptly and adhere to the schedule that you’re assigned

Requirements

Qualifications:

• 1+ years of high-volume customer service experience required or customer service focused roles.
• Able to effectively communicate through phone, sms, and chat
• Experience with computers, the internet, and customer support tools
• Must possess professionalism and a positive attitude
• Must have excellent verbal and written communication skills
• Ability to work nights and weekend if needed

Knowledge, Skills and Abilities:

• Ability to problem-solve
• Detailed orientated and professional demeanor
• Strong organizational skills
• Ability to multitask
• Excellent customer service skills
• Must have strong verbal and written communication skills

Favorable, but not Necessary, Experience:

• Dialpad dialer system
• Zingle SMS system
• Front
• Gmail
• Proficiency with Google Suite (Google Sheets, Google Docs, Google Slides, etc.) and Microsoft Office (Excel, Word, PowerPoint)

Preferred Qualifications:

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

Benefits

The Sway Way:

Bring on the Storm

Every Package Matters

Trust your Numbers

Seek Responsibility

Low Ego, High Ambition

Comp - Hourly - $17-19 depending on geographical location