Lead Account Manager

Relay is looking for its first Account Manager.

About us:

Relay replaces the delivery operations of restaurants in NYC by dispatching couriers just-in-time to pickup and deliver their orders. We do this through our platform/app, connecting bike messengers to restaurants with pending orders for delivery. 

We launched in 2014, bootstrapping until we received funding from the founders of Seamless. Today we deliver $100,000,000+ worth of food per year, all in under 30 minutes. 

We work with most well-known restaurants in NYC - if you've ever ordered delivery, then we've probably delivered to you.

About the role:

As Lead Account Manager, you will be tasked to help our sales team with supporting accounts once they have launched, as well as eventually recruiting, hiring and training a team of Account Managers that will report to you.

Responsibilities of the role include:

Internal (Operational):

  • Establish, improve and oversee procedures for our remote Customer Support team (7 people).

  • Set SOP for most frequent order issues and how our customer support team should respond to customers / restaurants.

  • Identify areas of improvement and train Customer Support team in those areas.

  • Develop processes and guidelines that allow account management tasks to be streamlined, automated and prevented.

  • Able to work independently to seek out creative resolutions to issues - initiative is key to the success and growth of this role.

External (Customer-facing):

  • Coordinate Relay’s full spectrum of restaurant partners through supporting them with order issues, billing inquiries, operational user questions and generalized account management.

  • Respond to restaurant partners through multiple channels including email, phone and Relay’s messenger/chat service in order to rapidly resolve issues and deliver satisfying and positive customer experiences.

  • Ability to remain calm under pressure when dealing with complex and sensitive discussions with restaurant partners.

  • Contend with a full spectrum of tasks from data entry to developing new business-wide protocols.

  • Able to effectively manage your time with a large workload of potentially competing tasks.

  • Able to think in a forward fashion, especially when it comes to organizing guidelines and practices. The idea here is that you will be building out systems to be used by additional account managers in the future.

  • Keen to be part of a small team in a lean startup that doubled in size last year.