Customer Support Operations Analyst

At GoBolt, we're a tech company building the largest sustainable and vertically integrated supply chain network that partners with merchants to deliver a complete end-to-end customer experience. By operating as an extension of each merchant’s team, GoBolt provides reliable warehousing, pick and pack, shipping, and last mile delivery. With a growing network of warehouses across the U.S. and Canada and a suite of proprietary apps designed and supported by an in-house engineering team, GoBolt unlocks enhanced transparency and control for merchants. The company’s focus on customer-centricity is further driven by a deep commitment to sustainability. GoBolt’s investment in its electric vehicle fleet, supported by our recent Series C raise of $75M, is a testament to the company’s mission to provide carbon negative deliveries by the end of 2023. We are in high growth mode and building for the future, which is where you come in.

As a member of the Customer Support Operations team, you will help drive innovative solutions to enhance customer support efficiency, reduce costs, and improve customer satisfaction. The ideal candidate will have a strong technical background, experience in automation and AI, and a customer-focused mindset. You will help define customer service workflows, implement tools to make delivering support easier, share feedback to the product team and collect/analyze customer service performance. You move quickly and proactively, as a strong communicator, and will fiercely advocate within GoBolt on behalf of our customers.

Responsibilities

• Develop and maintain standard operating procedures and own the change management with all stakeholders
• Partner with Implementations, Account Management, Operations and other cross functional teams on new processes and business changes
• Measure and analyze customer happiness metric using quantitative and qualitative methods to drive broad internal understanding & impact assessment
• Pilot and test new software and solutions to drive customer experience and reduce operating expenses (Zendesk, RPA and other CS Tools)
• Work closely with frontline customer support reps to gather feedback and areas of improvement
• Assisting with the design, test, and rollout new support channels, workflows and offerings
• Work closely with product teams to understand and give input into tech changes relating to the customer support department
• Analyze existing support workflows and improve efficiency and effectiveness
• Prepare performance reports by collecting and analyzing data within Zendesk Explore and other BI tools

Skills And Experience

• Strong business judgment & problem-solving
• Start-up, consulting, or other demonstrated experience leading teams in a high-growth, fast-paced environment
• Ability to analyze and identify improvements in service systems
• Working knowledge of Support tools like CRMs, ChatBots and AI driven solutions
• Demonstrated understanding of common customer service processes
• Excellent communication skills across all levels of the organization.
• 2+ years experience delivering frontline customer service or technical support

Why Us?

We are innovative, goal-oriented, and are always on the search for energetic and passionate people who are eager to learn and would like to have a rare opportunity to grow within one of the fastest growing companies.

Our team is full of talented and passionate individuals who enjoy working collaboratively within a competitive environment. We will provide you support from the get-go to help you realize your potential. Each member of our team shares a mutual passion for their craft and are in constant pursuit of growing our customer base and growing with our customers. We embrace all kinds of challenges head-on.

Aside from an amazing company culture, we also offer competitive salaries and a comprehensive benefits package including health, dental, and vision plans for you and your family.

GoBolt is an equal opportunity employer that recognizes the value and importance of a diverse workforce. We are committed to providing assistance during all phases of the employment cycle, including recruiting through to the end of the employment relationship. If you require accommodation because of injury, illness or disability during any portion of GoBolt’s recruiting process, please let us know by contacting your recruiter point of contact, and we will do everything we can to accommodate you.

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