Director, Customer Operations

| Chicago
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Director, Customer Operations

You are a highly motivated, high-achieving leader with customer-facing operations experience who makes every customer interaction count. Our Customer Operations department needs to grow quickly to support new business and needs a leader who has gone through a similar growth cycle. You are a resourceful problem solver with a knack for finding creative solutions, and you thrive on going above and beyond in a fast-paced environment. You have experience working in a high growth environment with customers who require 24/7 operational support. Most importantly, you obsess over customer service, with a number one goal of keeping our customers thrilled.

Your Impact:

  • Oversee growth, training, development and day-to-day management of a busy customer service and operations team responsible for coordinating and scheduling all shipments
  • Build and execute the long-term growth strategy of the Customer Operations department
  • Learn the operational structure of customers’ networks to ensure we deliver excellent service day in and day out
  • Build strong relationship with the Sales team and collaborate on onboarding, new business and customer relationship management
  • Communicate with the Customer Onboarding team to quickly understand scope and specifics of what has been sold to the customer and bring it to operational reality
  • Develop process for issues escalation and resolution
  • Take a creative approach to building solutions and taking care of the customer’s every need to ensure a positive experience working with Forager

What You’ll Bring:

  • Minimum 5 years’ experience overseeing a Customer Service or Customer Success Operations department in a SaaS and/or Marketplace business
  • Bilingual (Spanish) strongly preferred
  • Strong work ethic and persistence combined with patience and a positive attitude
  • Demonstrated organizational and time management skills with a strong attention to detail
  • Ability to delegate, multi-task, lead and prioritize effectively in a dynamic, fast-paced environment
  • Strong people person

Who we are?

Forager is a logistics tech startup with one goal: simplify cross-border freight with a combination of purpose-built technology and decades of industry experience. We're building an automated and collaborative marketplace that connects cross-border shippers (customers) with their optimal carrier (trucking companies) based on region, price, and service rating.

In response to COVID-19 & Forager’s commitment to keeping our employees, their families and our community safe, we have made the decision to continue working remotely through the remainder of the 2020 year. This means all new hires will be onboarded and trained remotely. In the future, this position will be expected to work onsite at our Chicago HQ, once local government orders indicate that it is possible in addition to when Forager decides it is safe to do so.

Forager is an equal employment opportunity employer. We evaluate qualified candidates without regard to race, color, religion, gender, age, gender identity, sexual orientation, national origin, disability, age, military or veteran status, disability, or any other legal protected characteristics.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

1046 W Kinzie St.,#300, Chicago, IL 60642

An Insider's view of Forager

What’s the vibe like in the office?

It's definitely lively! We have a great sense of camaraderie, so we're pretty casual overall. Whether we’re cracking jokes or putting our heads down and getting to work, we all share the collective goal of building something great.

Bobby

UX/UI Designer

How do you collaborate with other teams in the company?

SaaS tools help a lot, but if I'm working with someone outside of Product, I always invite them out to lunch. Knowing someone on a more personal level helps you understand the context behind their ideas. You get more insight into their problems and that informs your solutions. I collaborate best over burgers!

Claude

Product Manager

What makes someone successful on your team?

Empathy for sure. To be a successful software engineer, especially at a collaborative company like Forager, you have to view the world through a distinctly human lens. At the end of the day, we're not just writing code in a vacuum. We're writing code for other people.

Chris

Senior Software Engineer

How do your team's ideas influence the company's direction?

Forager's tech is built by and for logistics professionals, so obviously the team's ideas and experiences are key to its development. Their feedback actively shapes our platform. Once you know our team you can see their fingerprints on everything we do, because everything we do is a team effort.

Jessie

Chief Operations Officer

How does the company support your career growth?

As someone who has been deeply interested in entrepreneurship my entire life, the crash course I've gotten in starting, scaling, and innovating a new business has been invaluable! The opportunity to learn and expand my skill set is my favorite part of being a Forager.

Christina

Office Administrator

What are Forager Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Lunch and learns
Promote from within
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