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.
- 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.