CUSTOMER SUPPORT & OPERATIONS MANAGER

Come build the future of retail with us

Dropit is a multichannel digital platform with solutions for shopping centers, retailers and consumers. Founded in 2016 with the launch of Handsfree Shopping in London’s West End, we are present in over 500 stores across more than 350 brands throughout the US, Canada, UK, Ireland, and Belgium. For brands and shopping centers, our omnichannel fulfillment Platform and industry-first Marketplace unifies retail in-store and online. We enable the entire retail ecosystem to work together and meet the needs of the shared consumer in a way that’s collaborative and sustainable.

Why join us?

  • Competitive compensation

  • Friendly and supportive work environment

  • Paid vacation time

  • Paid holidays and sick leave

  • Extensive benefits package (full-time employees only)

    How You'll Make an Impact:

  • Be the point of contact for day to day relationship with our clients in Canada and Regional Managers in the US, providing B2B and B2C customer support and help with operational aspects

  • Maintain and help Regional Managers to maintain customer support service level agreements (SLAs) and KPIs

  • Work with customer escalations, direct queries to the right department, and follow up on any action items

  • Support operations teams (internal and external) with retail returns processing and management

  • Manage training plans, including delivery of content, to cover new procedures, improvements and product releases to ensure service continuously meets the standards

  • Provide advice and an operational understanding of our business to our information security and compliance teams for any escalations with regards to Data Protection laws and GDPR

  • In collaboration with our legal and technical teams, implement processes, procedures, checks and controls to ensure our operation is Data Protection/GDPR compliant

  • Provide accurate and timely information on the quality of service back to executive team, create reports and work on creating KPIs to measure performance

  • Support wider team in removing the root cause of customer contact drivers and improve the overall Customer experience - work on creating processes and automations where possible

  • Identify, develop and share industry best practice in the area of Customer Service provision, execution and management

  • Support Dropit operations in Woodbury Commons Premium Outlets and help building the team on-site (service operation, brand communication, etc)

  • Represent Customer Services in any relevant meetings as required and champion the department across the wider business

  • Provide support for any Customer Service related ad-hoc tasks or projects as required

  • Work in partnership with Customer Service teams across wider business

    You will enjoy the role if you have/are:

  • You have experience of working as a manager within a Customer Services department/contact centre environment

  • eCommerce experience with a drive to help every customer to end the chat happy

  • Proven experience of managing escalated customer complaints

  • Already have experience or would like to learn working with a CRM and Project

    management systems and tools, such as Intercom, Salesforce, Jira, monday.com

  • Proven experience of delivering high quality Customer Service operations

  • Proven experience of building effective working relationships, managing change

    and collaboration across departments to achieve results

  • Proven experience of managing and developing teams to deliver results

  • Experience of working with Data Protection team

  • Experience supporting the team and working with remote teams locally and

    internationally.

  • Strong communication skills, both written and spoken

  • Strong EQ - empathy for a customer balanced with business requirements


    This role will start as a position combining on-site operations and customer support in a physical Dropit location in Central Valley, NY (Woodbury Common Premium Outlets). Some shift and weekend work will be required.



    Equal Opportunities

    We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our values. Our goal is to ensure that Dropit upholds an inclusive environment where all people feel that they are equally respected and valued. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, and disability.