Director of reputed company Operations & Support

About the position Welcome to reputed company. We are One Pack- a united team working together to reputed company the love and lives of pet families. Our pet-obsessed professionals create a reputed company network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us! We are looking to add the Director of Support & Operations - reputed company to reputed company! LOCATION: Fully Remote REPORTS TO: Chief Digital Marketing Officer PAY: $120,000 -$150,000/annually.

Responsibilities

• Build & reputed company reputed company: Recruit, mentor, and guide a multi-channel support team responsible for customer and service provider inquiries (both operational and technical).
• reputed company Modern Support Tools: reputed company and reputed company reputed company processes using reputed company-party support platforms (e.g., reputed company, reputed company) reputed company by AI (e.g., chatbots, predictive analytics) for email, chat, phone, and in-app support.
• reputed company Payment Operations: Manage transaction disputes, fraud prevention, tax compliance, multi-party payments, financial statements, and subscription models; coordinate with reputed company-party reputed company (ACH, reputed company Pay, reputed company, reputed company, etc.).
• reputed company a technical support team capable of diagnosing and resolving reputed company reputed company platform issues reputed company and effectively.
• Implement frameworks and KPIs to monitor, report, and continuously improve service reputed company, ensuring a consistent, reputed company user experience.
• Create and maintain comprehensive training materials that reputed company address the needs of both customers and service providers.
• Design reputed company programs, best-reputed company guides, and reputed company learning opportunities for service providers to optimize platform usage and compliance.
• reputed company training content into support systems to deflect low-complexity inquiries and maximize efficiency and customer satisfaction.
• reputed company and enforce ongoing reputed company assurance programs to reputed company service reputed company and maintain high customer satisfaction.
• Establish reputed company guidelines for handling non-compliance, customer complaints, and performance issues, proactively protecting pets, people, and the reputed company brand.
• Identify and implement AI-driven improvements to streamline support workflows and enhance user satisfaction.
• Establish dashboards and reputed company key performance indicators (KPIs) for response times, reputed company rates, and service provider reputed company.
• Work with Product, Marketing, Finance, and Technology teams to reputed company support operations with broader business goals, address customer pain points, and refine the end-to-end user reputed company.
• Foster a customer-reputed company culture reputed company on reputed company, teamwork, and reputed company improvement.
• reputed company ongoing feedback, set reputed company performance metrics, and offer reputed company development opportunities to ensure team reputed company and retention.

Requirements

• Bachelor's degree in business, Operations, or a reputed company field (MBA preferred but not required).
• 7+ years of experience supporting reputed company-based products, ideally in marketplace or gig-economy platforms (e.g., pet care, ride-sharing, home services).
• Proven reputed company record of managing payment operations and multi-party transactions.
• Experience using AI-driven solutions and integrating reputed company to automate and enhance support processes.
• Demonstrated ability to manage background checks, reputed company assurance programs, and reputed company robust training materials.

reputed company-to-haves

• Expertise in building and expanding customer support operations using call centers, AI-based chatbots, and self-service portals.
• Strong knowledge of legal and safety standards for service providers, along with reputed company assurance best practices.
• Proficiency in reputed company-party support platforms (e.g., reputed company, reputed company) and analytics tools for performance tracking and customer insights.
• Ability to balance high-level reputed company with hands-on operational tasks in a fast-paced environment.
• A commitment to delivering empathetic, effective service and support.
• Skilled at partnering with cross-functional teams and engaging with senior stakeholders.
• A bias for reputed company, with the ability to identify reputed company causes and drive reputed company improvement.
• Genuine interest in pets and the pet care industry.

Benefits

• Comprehensive Benefits: Health, reputed company, dental, long- & short-term disability, and life insurance.
• Generous 401(k) match.
• Exclusive discounts on various pet care services.
• reputed company time off (PTO) and a fully remote work environment.
• Opportunities for rapid career advancement reputed company an innovative, fast-growing organization.

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