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Dolly Inc.: Support Operations Specialist (Remote Us & Canada)

Dolly Inc.

This is a Full-time position in Houston, TX posted March 5, 2022.

Why Dolly:Dolly is the leading on-demand local moving and delivery service for big and bulky items.

Dolly was built with a vision for reimagining how local moving and delivery should work and is trusted by customers in 45+ U.S.

markets and large national retailers.


The Container Store, Best Buy, Costco, and many more) We have a maniacal focus on improving the customer experience at every stage of the process—providing a combination of convenience, reliability, and value that’s never existed before.At the heart of the service are thousands of Dolly drivers, called Helpers, providing unsurpassed customer satisfaction.

Our Helpers have carefully handled millions of items, using their own trucks and vans, all while working on their own schedules.

We’re proud to be the gig-economy platform of choice for our Helpers, providing consistent earning opportunities and high earnings at $40+/hour.Dolly is a wholly-owned but independent subsidiary of Updater.

Though we are headquartered in Seattle, we are remote-first, and this is a remote-friendly position provided you can work North American business hours.

We are ambitious and humble, we prize innovation, and we are passionate about building the customer-obsessed household brand in an industry that’s ripe for disruption.

Join us!How you will make a difference:The Support Operations team is the lifeblood of our customer experience.

Specialists on this team will interface directly with customers, retail partners, Helpers, and other parties to ensure that Dolly deliveries are going as planned and troubleshooting problems when they aren’t.

The Support Operations team is critical to the scale and growth of the team and directly contributes to our ability to provide awesome experiences to our customers.

In this role, you’ll report to an Operations Manager.

You will have the opportunity to work closely with Operations peers as well as cross-functional partners like Supply Operations, Product, and Sales teams.

Your work is fast-paced and dynamic, requiring complex-problem solving and outstanding communications skills.

In this role, you’ll have the opportunity to solve problems for our customers and also transform our internal operational processes.

You will very quickly develop a deep understanding of the mechanics of our business and will regularly develop innovative solutions to big problems.

What you will do:Provide best in class customer service for our national retail delivery partners and customers.Interface with the Sales team to become a subject matter expert on new and existing retail partner relationships.Work with our support trainers to create new policies and SOPs based on changing operational requirements.Create tools (dashboards, system notifications) to monitor operations and proactively solve delivery and coordination issues.Ensure proper support coverage is adequate for retail partner operating hours and high volume sales events or end customer demand.Act as an escalation point for Operations team members and enable efficient processes to onboard and serve our retail partners.Share results internally through ongoing business reviews.Who you are and what you bring:Fundamental:Motivated, curious, and creativeCustomer obsessed – maniacal about understanding customer wants and needs2+ years experience with customer support and/or account managementExperience writing customer facing documentation, macros, and SOPsYou have a bias towards action, but sweat the detailsEnjoy working in a fast-paced, dynamic environmentAble to communicate with a range of audiences and stakeholdersComfortable operating at highly strategic and tactical levels, and switching between them effortlesslyStrongly aligned with Dolly’s core values DifferentiatorsExperience working with national retail brandsExperience working in product support at a modern software companyBackground in project managementStartup experience – familiar with the urgency and scrappiness of early-stage dynamicsExperience with data (SQL, Metabase)Bilingual English/Spanish

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