CS + Scrubber Operations Manager

NoScrubs is the fastest, most affordable laundry delivery service that’s ever existed. Americans spend 50 billion hours per year on the chore (equivalent to 75,000 lifetimes!).

Previous laundry delivery services were limited by a) high cost b) slow turnaround and c) limited geographic scale. So the price point and geographic limitations made them not broadly applicable. Of course there are laundromats and delivery services, but they're all severely limited. NoScrubs is using decentralized laundry locations to offer a quality of service and price point on laundry delivery that has never been possible before. Our mission is to rid the world of the chore of laundry. If you’re up for the challenge and ride of your life, consider joining us.

We're at the ground floor startup stage. Founder/CEO (Matt, writing this👋) was previously cofounder/CEO of AdQuick.com (Zillow for billboards), worked at Amazon Flex, and was the ~20th employee at Instacart. Su (cofounder/Head of engineering) has been starting companies and writing code for a decade. We’ve just raised a seed round from great investors and are growing fast.

The role

We’re looking for a Customer Support / Scrubber Manager to onboard, train, coach, and troubleshoot for our scrubber pool. You should be a laundry expert (or very eager to learn) - knowing best practices, clothing care, tips and tricks for doing perfect laundry. You’ll also lead our efforts to set up CS infrastructure, SOPs, and provide regular feedback to product and Ops teams for constant improvement.

Requirements:

• Drive Customer happiness > set up internal CS system, create SOPs, relentlessly work on improving our customer experience
• Live in Austin and ability to travel in your vehicle around the city occasionally
• Partial weekend availability - Saturdays and Sundays are our busiest days
• Laundry expertise or eagerness to learn quickly
• Excellent at presenting and training new scrubbers to provide a perfect customer experience
• Previous management of team a plus

Values & Qualitative:

• Customer Love: staying customer obsessed, anticipating customer needs, and listening attentively to every customer signal will get us far
• Touch Grass: no one is above any task at the company
• Ownership & bias to action: we have far too much to do to have people waiting for assignments. Proactively identifying and taking on projects is paramount to executing fast. Mistakes of commission are 100% fine (most things are two way doors), but mistakes of omission are not ideal

You’ll be responsible for managing our constantly growing pool of Scrubbers, handling issues with live orders, responding to customer inquiries, and maintaining a super high customer experience. Specifics areas of ownership include: monitoring new customer orders (assigning to team, monitoring progress, handling issues as they arise), onboarding new scrubbers, offboarding scrubbers as necessary, occasionally doing orders in cases that scrubbers no show.