Customer Experience Manager

email your CV to tech@relay.delivery

Who we are

We are a delivery/logistics company located in NYC, NJ, and Philadelphia fulfilling millions of deliveries/year using a distributed network of couriers. You will work with a small team of engineers on a variety of high-impact features. We have lots of interesting problems to solve (technical, logistical geospatial, behavioral, etc.).

The Customer Experience Manager role is instrumental to Relay's growth and success. You will be responsible for receiving and evaluating restaurant's feedback, typically pertaining to customer service and billing inquiries. A large part of this role will be responding to customer needs through phone calls and emails.

As Relay's first Customer Experience Manager you will own the relationship between restaurant partners and Relay, which will include billing and account administration. You will also work directly with Relay's operations and sales teams to oversee and improve our customer service.

An ideal candidate will be organized, curious, know how to prioritize, and respond in a timely manner to customer inquiries. As you develop in this role, you will identify specific areas where you will set procedures to improve efficiency and reduce workflow. This role would suit someone who is excited to be part of a small team in a lean, but growing startup. 

This is a full-time position. 

Core responsibilities

Support Relay’s full spectrum of restaurant partners with all aspects of account management - including real-time customer support, billing enquiries and operational user questions. 

Manage and support our remote team of customer service agents (10 people) to continuously build and improve on their customer service output.

External (Customer-facing)

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.

Able to effectively manage your time with a large workload of potentially competing tasks, often occurring real-time. 

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 when providing support to our restaurant partners.

Internal (Operational)

Establish, improve and oversee procedures for our remote Customer Support team. 

Set SOPs 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 members in those areas.

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

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