Relocate to 🇺🇸 USA

Description

Our mission is to help delivery drivers with lack of access to financing achieve higher earnings by providing them with more than simply a vehicle for the best value.

To accomplish this mission, we founded Whizz, an NYC-based rapidly growing provider of subscription-based e-bikes rental services for delivery drivers. Over first 7 months of operations Whizz has provided 1000+ couriers with a hassle-free transportation solution enabling them to make higher earnings.

We are proud to be contributing to combatting climate change by providing the delivery sector with an environmentally friendly alternative to automobiles.

We're looking for a Customer Service and Quality Control Manager who will be responsible for improving the quality of customer interactions while enhancing efficiency of our operations. The Customer Service and Quality Control Manager ensures all calls are handled effectively and performs quality assurance analysis of customer service activities.

Duties and Responsibilities

• Formation and management of the customer support department.
• Hiring, onboarding and developing great talent.
• Training the team to offer the best service to our customers.
• Introducing the customer control system.
• Developing and introducing the customer service quality indicators and their management.
• Building the team’s operating system: structure, workflows, processes and guidelines.
• Compilation and adaptation of employee scripts in order to increase conversion into sales and repeat purchases.
• Determination of the functionality of each employee, the formation of a motivation system, the implementation of KPIs and monitoring their achievement Identification of bottlenecks in the work of customer service and their elimination.
• Documentation of business processes, creation of instructions, templates and forms that will help shorten and simplify processes at each stage of work.
• Interaction with the development team in order to increase the automation of business processes (participation in the development of technical specifications for the formation of chat bots, adaptation of the CRM system).

Requirements

• 3+ years of experience in Сustomer Service including mentoring, supervision and quality control.
• Experience supervising remote teams to targeted KPIs, including selection, training and development.
• Proficient English, both written and verbal.
• Experience with creating methodologies, instructions, and forms.
• Experience of conducting analysis, with the ability to use data points and sources of insight to define problems and develop innovative solutions.
• Excellent leadership and interpersonal skills.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Energetic personality with the drive to effect change and develop relationships across all levels of the business.

Benefits

• Paid Time Off (Vacation, Sick & Public Holidays)
• KPI
• Salary: $2,000 - $3,000/mo + $1,000 KPI (starting the 2nd month).
• Work hours: from 9.00 am till 6.00 pm EST.

About the role

• Location: San Francisco HQ, US Remote, or ON/BC, Canada
• Full-time
• Exempt
• Our cash compensation amount for this role is estimated at $151,000 - $208,000 for most locations and $168,000 - $231,000 for locations with a higher cost of labor. All figures cited above are in $USD or its equivalent in local currency. Total compensation is based on several factors, including but not limited to role, level, professional experience, qualifications, and location.

As a Staff Product Designer, you’ll …

• Define, drive, and review the most complex and mission-critical company projects by leading others, building key partnerships, and communicating cross functional design strategies and visions.
• Continually elevate the craft of design at Webflow and be a thought leader for high impact design decisions, mentoring fellow designers.
• Engage in and inspire honest and clear communication, promoting a culture of care, empathy, and respect within and across teams.
• Transform the design organization by promoting the value of design across engineering, product, and design in ways that enable designers to thrive and innovate at Webflow.
• Pioneer actionable, triangulated approach to data analysis and experimentation to measure the performance and success of our customer experience.

That said, these responsibilities are just the start! At Webflow, we encourage you to contribute wherever your interests take you — and shape your role accordingly.

About you

You’ll thrive as a Staff Product Designer if you:

• Have experience in Growth design making a high impact in complex, sometimes ambiguous problem spaces
• Like to have strong data-centric, customer-centric opinions that are loosely held
• Communicate, design, and document thoughtfully with specific audiences in mind
• Revel in measurable success that’s tied to both customer and business outcomes
• Value not only a vision and strategy but also the implementation and impact measurement of that vision and strategy

If you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

Our commitments to you

• We’ll pay you! This is a full-time, salaried position that includes equity
• We’ll invest in your physical and mental well-being with health, dental, and vision benefits and a monthly stipend for health and wellness expenses
• We’ll pay you to take a vacation … seriously. We’ll give you a $1,000 bonus for taking your first vacation with us that is more than 5 days
• We offer flexible parental leave
• We provide remote employees with the equipment they need to create a great remote work environment
• We will offer you the support you need to help you grow as an impactful Designer and a human being

Key qualifications

• Experience in Banking/Fintech/IT companies.
• Proficient in exploring databases and identify data elements with minimal documentation.
• Strong analytical skills. Good database knowledge and familiar with writing T-SQL and Python scripting
• Experience in MS Azure Cloud technologies, along with experience implementing and supporting applications on the cloud.
• Proficient in, or can quickly grasp applicable business processes and functions.

Your responsibility and scope

• Produce technical documentation, including operations, user guides, etc. for new and existing processes.
• Design information portal in Confluence.
• Provide advisory for system architecture, data model, data assessment, preparation, delivery and visualisation.
• Collaborate with other teams including Data Engineers and Data Scientist to design the technical architecture and models.
• Provide user training and materials for a new implementation.

We offer

• Full-time, remote or office space;
• Latest tech stack, high load distributed application development challenges;
• International team of experienced and talented professionals;
• Ability to become a Technical/Team leader in a fast growing team;
• Relocation/temporary location in Mexico / Canada / States;
• Offsite corporate events in Mexico / Canada / States.