Avatar for Dolly

On-Demand Moving and Delivery Help

Customer Success Specialist

$24k – $34k
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About Dolly

Dolly was created to reimagine the big and bulky item delivery experience by putting the customer in control and optimizing for convenience and safety at an affordable price. After delivering more than one million items, we are the leading on-demand delivery service trusted by retailers like Lowe’s, Costco, Crate & Barrel, Big Lots!, and many more.

Headquartered in Seattle, Dolly is currently operating in 16 markets and will soon be everywhere nationwide. We're passionate about creating a customer-centric brand that brings customers back time and time again. Our team is ambitious and humble, with innovation at the core of everything we do.

About the Role

You will be the voice of Dolly, providing operational support and logistics coordination to ensure that Dollys are fulfilled, go well, and delight customers, Helpers, and partners alike. You'll be the hub of our live operations fielding incoming contacts via phone, SMS, e-mail, and in-app messaging. This is currently an hourly position however if you are interested in full time we can offer 40 hours a week but will also consider part time. Each shift can start as early as 5:00 am or end as late as 9:00 pm and would primarily be during our peak days Wed-Sunday (weekends required)

Bonus: we'd love to find people that can grow into bigger roles within the operations team as we continue to expand.

Responsibilities and Duties:

- Create an exceptional customer service experience for Dolly users

- Provide friendly, timely, operations and logistics support to Dolly Helpers and customers via phone, email, and text

- Troubleshoot user problems with the Dolly app

- Exercise judgment to decide when support calls require escalation

- Make recommendations based on feature requests and bugs reported by users

- Assist with onboarding of new Helpers

About You:

You are friendly, unflappable, patient, and reliable. You are smartphone savvy and feel comfortable troubleshooting live on the phone to help diagnose and resolve problems. You can stay calm and think creatively to resolve difficult situations. You love making people happy and are motivated to go above and beyond to make sure every Dolly user has a great experience.

1-2 years of experience in sales or customer service (Zendesk knowledge is a bonus!)

*Bonus points for Sense of humor and a passion for startups, management, ping pong, internet mobile technology, and social networking

Your Skills:

Strong customer service and communication skills (via phone, email, and in person)
Extremely dependable, punctual, and manage your time well
High level of comfort and familiarity with smartphone applications (iPhone and Android)
Good attention to detail, critical thinking, and writing skills
Ability to quickly learn web-based user support applications
Ability to multi-task and switch into different modes during the workday/week

Benefits:

*Medical

*Dental

*Vision

After a probationary period (60-90 days) for employees working 30 hours a week or more.

Dolly at a glance

On-Demand Moving and Delivery Help

Their company has offices in Seattle. They have a small team that's between 11-50 employees. To date, Dolly has raised $17.2M of funding; their latest round was closed on May 2019.

You can view their website at http://dolly.com or find them on Twitter, Facebook, LinkedIn, and Product Hunt.

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