Customer Operations Specialist

The Role

As a Customer Operations Specialist, you will play a crucial role in ensuring the seamless operation of our facilities and internal operational areas, such as Logistics, Fulfillment, chef success and supply chain, within our customer experience processes.

• Handle day-to-day customer and vendor interactions and operational tasks.
• Handle credits, refunds, appeasements, and bulk actions for damage control.
• Manage replacements and order escalations.
• Coordinate with carriers and drivers, troubleshoot delivery exceptions, and manage shipping integration.

In this role, you will utilize your service and hospitality skills to execute daily operations while employing strategic thinking to identify issues and propose comprehensive solutions. Reporting directly to the Senior CX Operations Manager, you will be integral to our mission of providing operational excellence and exceptional customer satisfaction.

Note: You will be assigned a schedule that includes evenings, weekends, and holidays.

Responsibilities

• Issue Resolution: Address and resolve operational issues promptly to minimize disruptions.
• Collaboration: Work with the CX team and other departments to ensure smooth order fulfillment and delivery.
• Data Management: Utilize sheets and other tools to manage customer communications and provide insights.
• Order Management: Handle order adjustments and manage inventory discrepancies.
• Live Support: Provide real-time support for delivery issues, ensuring customer satisfaction.

Qualifications

• Minimum of 2 years of experience in a CX team, with at least 1 year focused on operations or marketplaces.
• Exceptional attention to detail and outstanding organizational skills.
• Enjoy working in a team and thrive in a fast-paced startup environment.
• You have a streamlining mindset: automate, reduce and simplify.
• Desired experience with spreadsheets / excel and powerpoint / google slides
• At your core, a doer who excels at getting things done collaboratively across teams.
• You’re a data-driven, analytical problem solver, capable of tackling urgent challenges with innovative solutions and efficient communication.
• Excellent organization, time management and prioritization skills; proven ability to balance multiple critical tasks and consistently delivering against hard deadlines.
• Strong interest in logistics, marketplaces, customer experience.
• Fluent in both English and Spanish.

Benefits

💸 Get paid in USD. We use Deel to make things easier for you!

⛱ Enjoy 15 days of vacation each year from start date.

🐣 Family leave: 12 weeks for primary caregiver and 6 weeks for secondary caregiver, fully paid.

🕯 Compassionate Leave: 3-5 days each time the need arises.

🧑‍🏫 Personalized English coach

Specific Requirements

Working schedules:

• Sun-Thu: PM shift, 2pm to 11pm (EST time)
• Availability to work on Public Holidays (you’ll be paid double your normal daily rate)
• Hybrid Model - you will be required to attend to our office on demand, but keep in mind that the position in mainly remote.

Interview process:

• Application review - Please, submit your English version resume
• Take home test (90 min)
• Assessment (30 min)
• Reference Check
• Face to Face
• Offer

Tentative starting date: December 2nd