Sr. Customer Support Representative

Dispatch simplifies last-mile deliveries for businesses. Whether you're looking for an established network of independent contractor drivers or to modernize your delivery experience with scalable scheduling software for your own vehicles, Dispatch is uniquely equipped to be your delivery partner so you can focus on what matters most to your business. Our delivery technology empowers you to Deliver More* for your customers.

At Dispatch, People are the heart of everything we do, we are intentional and work every day to create a culture of inclusivity and belonging. We strive to deliver the best value and services for our customers which is why we are passionate about our product. Our software puts suppliers, businesses and technicians in control of local deliveries with real time tracking and transparency.

We are excited and humbled being voted by Forbes asAmerica’s Best Startup Employers because of our strong focus on company culture operating on Five Core Values.

• People First- Focus on creating an empathetic and diverse organization.
• Belief - Believing in a common purpose which creates unity amongst employees.
• Speed to Value - Make decisions quickly while focusing on the long-term future.
• Driven to Delivery- Radical ownership over responsibilities, execution is critical.

• Transparency- Building trust by doing what we say we’re going to do and owning our mistakes.

WHY YOU WOULD BE A FIT?

The Senior Customer Support Representative will oversee the optimization of network efficiency and ensure exceptional customer experiences across our served markets for both customers and drivers. Responsibilities include but are not limited to: handling incoming phone calls, emails, and messages from customers and drivers; facilitating driver assignments to fulfill orders; and providing timely updates and assistance to customers as required. As a senior member of the Customer Support team, you will play a key role in onboarding and training new team members, as well as leading department projects and initiatives. Additionally, you will serve as a point of contact for the Customer Support Team in the absence of the Manager.

YOUR ASSIGNMENT (should you choose us and we choose you!)

• Lead efforts to deliver exceptional support to both customers and drivers, prioritizing satisfaction and optimizing overall utilization through strategic problem-solving and resource allocation.
• Drive cross-departmental collaboration to ensure a seamless product experience for customers, fostering alignment and synergy across teams.
• Proactively monitor, promptly respond to, and critically evaluate customer feedback to implement targeted improvements and enhance the overall customer experience.
• Manage accurate documentation of all interactions in Dispatch's CRM system (Intercom), utilizing insights from customers and drivers to inform strategic decision-making and enhance operational efficiency at a senior level.
• Foster seamless collaboration with cross-functional teams and departments to uphold a unified product experience, consistently meeting and exceeding customer expectations.
• Actively participate in constructive discussions during weekly departmental meetings, contributing insights and highlighting team issues and challenges to drive continuous improvement.
• Monitor, promptly respond to, and analyze customer feedback, disseminating valuable insights across the organization to enhance the overall customer experience.
• Thoroughly document all interactions in Dispatch’s Customer Relationship Management (CRM) system to leverage customer and driver insights for enhancing operational efficiency and effectiveness.
• Manage a diverse range of responsibilities, including but not limited to Claims, Adjustments, Connect Support, Enterprise Support, Bi-Lingual Support, and Customer Outreach. Provide comprehensive weekly reports on relevant metrics to the Manager, Customer Support.
• Collaborate effectively with leadership and team members to ensure successful project completion and attainment of strategic objectives ("rocks").
• Assist in reviewing and adjusting order details such as pricing and driver compensations to maintain alignment with company policies and customer requirements.
• Play an integral role in the onboarding, training, and development of new team members, facilitating their integration and success within the organization.
• Demonstrate flexibility in working hours, including the ability to work early mornings, late evenings, or occasional weekends as necessary to meet business demands effectively.

WHAT YOU BRING TO THE TEAM & DISPATCH

• Minimum of 3 years of proven experience in effectively supporting customers in a fast-paced, high-volume customer service environment.

• Demonstrated proficiency in utilizing Customer Relationship Management (CRM) platforms to manage and streamline communication processes.
• Exceptional verbal and written communication skills, with a track record of conveying information clearly and professionally.
• Proven ability to lead by example and provide mentorship to junior team members, fostering their development and success.
• Positive, self-motivated team player with a strong desire for continuous learning and growth within the role.
• Exceptional multitasking abilities, with the capacity to prioritize tasks and manage time effectively in a dynamic work environment.
• Ability to cultivate and maintain extraordinary relationships with both customers and drivers, ensuring exceptional satisfaction and loyalty.
• Proficient in adapting to and navigating rapidly changing technology environments, staying abreast of emerging trends and tools.
• Responsive and adaptable to evolving business needs, with a proactive approach to addressing challenges and seizing opportunities.
• Demonstrated professionalism, resilience, and diligence in all interactions, maintaining a steadfast commitment to achieving organizational goals.
• Strong analytical skills with the ability to identify areas for improving scalability and automation within customer service operations.

• 
  Compensation. The base salary range for this role is $45,000-55,000 annually. We consider various factors in determining actual pay which include your skills, qualifications, experience, education or training, and location.
• Remote work from anywhere flexibility
• Generous benefits package which includes health/dental/vision/life insurance
• Professional Development Stipend
• 401(K) with company match
• Flexible PTO
• Cell phone/tech stipend

At Dispatch, we are passionate about exceptional outcomes and experiences and we value the unique backgrounds and experiences that everyone brings. We believe in a diverse workplace where everyone is included and people can bring their true and authentic selves to work every day. We foster creativity and innovation and know that our differences are strengths that help us achieve our goals as individuals and as an organization. We are committed to a workplace where employees feel valued and can perform their best. If your experience is close to what you see listed above, please consider applying.

Dispatch believes that Veterans arrive with not only translatable skills and technical expertise but in addition come with the intangibles; leadership and values that we believe align with our 5 Core Values. Simply put, these qualities enable our success, so we encourage all Guardsmen, Reservists, and Veterans to consider Dispatch as their next career destination.