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    Operations Support Specialist - Los Angeles, United States - SwagUp

    SwagUp
    SwagUp Los Angeles, United States

    1 week ago

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    Description

    **Operations Support Specialist**

    Los Angeles, CA - Remote OK

    Full-Time

    Customer Care & Support

    Operations Support Specialist

    Swag...everyone loves to receive it

    Whether it be welcoming new hires into their dream job, thanking customers for their loyalty, celebrating a community milestone, or engaging event attendees, when done right, swag is the glue that bonds brands together with the people that matter to them. But no one enjoys putting this stuff together...

    The $30 Billion branded swag supply chain is a complete mess, filled with too many products, too many intermediaries, too little quality control, and not enough technology.

    SwagUp is disrupting the industry by streamlining the end-to-end supply chain and making it available through a single platform utilizing powerful APIs and interfaces (e.g. dashboard). As the fastest-growing swag company, we have made great strides towards our mission of eliminating the friction in the swag creation and distribution process. BUT weve just begun to scratch the surface

    And thats where YOU come in

    **MISSION**

    SwagUp is looking for an Operations Support Specialist. This is a new and critical role at SwagUp, as it will sit at the crossroads of client investigations and operational support. As a Operations Support Specialist, you'll be the primary contact for all customer escalations including inquiries regarding operational incidents and account escalations. We are looking for an analytical candidate who knows how to juggle multiple priorities and investigate incidents while also managing the competing priorities of good customer service and research. This specialist will also track escalation data for operations and reporting purposes.

    **RESPONSIBILITIES**

    Manage escalations and operation incidents by investigating, troubleshooting and resolving customer issues across multiple departments

    Work directly with Operations Teams on any bottlenecks that affect the client

    Administrative work to assist customer or operations team when needed

    Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner

    Serve as an escalation point for the Sales, Operations, and Customer Care organizations in high-touch escalations and supply chain incidents

    Interact with internal and external customers in support channels, such as Zendesk, Jira, etc.

    Help address critical customer issues while keeping in mind next-issue avoidance and helping to build operational processes to develop and maintain support at scale

    Perform manual audits and reviews of inventory at the warehouse

    Curiosity to chase problems to root cause and roll up sleeves to investigate the unknown/unusual.

    **REQUIREMENTS**

    Adhere to the SwagUp mission

    Operational experience within a warehouse environment, logistics and fulfillment

    Previous work experience in a startup environment

    Ability to adapt quickly to changes and think on your feet

    Strong problem solving skills and the ability to dig deeper when not all the answers are there

    Create an end-to-end high-touch support experience for customers

    Prior experience with CRM tooling, such as Salesforce and Zendesk.

    Comfortable responding to high-level internal stakeholder and c-suite

    Minimum of 2 years of relevant experience in incident management and/or customer support.

    Exceptional communication skills

    Must be able to read, write and speak in English

    **WHAT SUCCESS LOOKS LIKE**

    Ability to work in a very fast-paced, ever-changing environment

    Strong communication skills, both written and verbal

    Work from a place of empathy and patience, both internally and externally

    Must be coachable, willing to learn, and grow

    Strong collaboration and cooperation skills

    Confident and comfortable to share ideas and perspectives upstream

    **PERKS**

    Wake up each morning proud of the place you work and the amazing companies you get to partner with

    Join the team at a time when you can help shape the future of the company

    Unlimited PTO, we are all adults, youre in control

    Medical, Dental, Vision and Life insurance

    Lots of swag

    A performance culture that rewards results and promotes those that perform, quickly

    Equipment provided to set up a successful work environment

    Engaging Team-building activities to make a remote-first workforce feel connected

    Being part of an organization that truly believes in promoting from within, at SwagUp your growth potential is uncapped

    Salary Range: $50,000 - $60,000

    *SwagUp welcomes and celebrates talent from all backgrounds and perspectives. Our success is directly correlated to our people, and we believe our team should reflect the diversity of the companies we partner with. As an organization, we strive to foster an inclusive, diverse environment where we all work towards a common goal #tothemoon*

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