Customer Support Associate Hybrid, U.S. Company
Veho Tech
- Bogotá DC
- Permanente
- Tiempo completo
Veho is on a mission to revolutionize the postpurchase experience. Were building a new, endtoend logistics infrastructurefrom middle mile to last milepowered by tech that puts customers first. By removing the pain points in delivery and returns, Veho creates deeper loyalty and trust between brands and their customers. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macys, Sephora, and more.Were proud of our championship culture, bestinclass benefits and the chance for every team member to share in our success through equity. Whether you work at one of our facilities or remotely, at Veho youll join a missiondriven team thats transforming logisticsand having a lot of fun along the way.About The Role
We are seeking an exceptional and highly motivated Delivery Client Support Coordinator Customer Support Associate to join our team in Bogota, Colombia. In this pivotal role, you will be the primary point of contact for our diverse stakeholders customers receiving packages, retailers who ship with Veho, and a network of independent contractor drivers. Your ability to communicate clearly, solve problems efficiently, and navigate a fastpaced environment will be crucial to Vehos success.Compensation Schedule
Type of contract Independent Contractor Agreement Contrastista Independiente.
7 USD per hour converted to COP based on current exchange rates, we anticipate 40 hours of work per week. The pay range is subject to the discretion of the Company.
We are hiring for morning and evening schedules, 5 days a week with 2 days off. Schedules can include work on weekends and holidays.What youll doText Communication Provide exceptional support through various channels chat, text, email to customers, retailers, and drivers in both English and Spanish.
Complex Problem Solving Investigate and resolve a wide range of deliveryrelated issues, including delayed packages, incorrect deliveries, driver inquiries, and retailer concerns, striving for firstcontact resolution whenever possible.
Ticketing System Management Efficiently manage and prioritize support tickets using our ticketing system e.g., Zendesk, ensuring timely responses and accurate documentation of all interactions.
CrossFunctional Collaboration Collaborate seamlessly with various internal teams, including Ground Operations, Client Operations, and Technology, to resolve issues and improve overall service delivery.
Process Adherence Improvement Consistently follow established customer, driver and retailer support processes and guidelines, while also proactively identifying and communicating potential process gaps or areas for improvement to enhance efficiency and customer satisfaction.
Proactive Solutions Anticipate potential issues and take proactive steps to prevent problems, ensuring a smooth delivery experience for all parties.
Feedback Loop Collect and synthesize customer, retailer, and driver feedback to contribute to product and service enhancements.What You BringExceptional Bilingual Communication Demonstrable mastery of both written and spoken English and Spanish is a requirement. Your written communication will be clear, concise, conversational, and professional.
2 years of Customer Support Experience Proven experience in a customerfacing role, ideally within a fastpaced environment like ecommerce, logistics, or a startup.
Complex ProblemSolving Acumen A strong track record of successfully analyzing complex customer issues, identifying root causes, and implementing effective solutions.
Ticketing System Familiarity Handson experience with customer support ticketing systems e.g., Zendesk, Freshdesk, Salesforce Service Cloud is required.
FastPaced Environment Comfort Ability to thrive in a dynamic, highvolume environment with competing priorities and a strong sense of urgency.
SolutionOriented Mindset A genuine drive to find effective solutions for customers and a cando attitude when faced with challenges.
ProcessOriented DetailMinded Strong ability to follow established procedures accurately and a keen eye for detail in all interactions.
Adaptability Proactiveness Eagerness to learn new processes, adapt to changes, and proactively seek ways to improve workflows.
Team Player Excellent interpersonal skills and the ability to build strong working relationships with colleagues across different departments.
Veho is a growth company that looks for team members to grow with it. Veho offers a generous ownership package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Veho employee shares one galvanizing mission driving commerce forward with a customercentric delivery and returns experience thats built for the modern era. We are deeply valuedriven Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count and care tremendously about investing in people. We are committed to creating a diverse team and an environment that provides everyone with the opportunity to do the work of their lifetime. Veho is unable to provide sponsorship at this time.Veho is committed to nurturing, cultivating and preserving a diverse and inclusive work environment. Empathy and respect for each other is core to our values and a central part of working here every day. The diversity of our employees, drivers and applicants is welcomed and encouraged.
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