Shopper Support Representative


Toronto, Ontario, Canada

Full time

Dec 12

Role Description: 

As a Shopper Support Representative, you will be tasked with handling any and all inquiries from our Swyft shoppersWe are looking for a highly-motivated and enthusiastic individual who is dedicated to assisting our customers with patience and professionalism. You will act as our customer advocate, providing regular feedback to internal teams on the state of our customer experience and any issues that are impeding deliveries from arriving to our shoppers on time. 

About Swyft: 

Swyft is a software-enabled B2B marketplace that enables any sized merchant, brand or retailer with same and next-day delivery at rates comparable to 2+ day delivery. Our mission is to create magical delivery experiences for shoppers & help merchants grow sales with the most scalable and flexible same/next-day delivery service. 

We aren’t just a shipping and logistics company, we are building the data and framework layer for how a trillion parcels will move within hundreds of cities. Swyft is air traffic control for parcels routed from your favourite store to your door, and you can help us realize this vision. Founded in April 2020, we are fueled by creating delightful customer and employee experience through an experimental and data driven approach. We’ve recently raised over $20M and are backed by the world’s best investors including Inovia Capital, Forerunner Ventures, Golden Ventures, Trucks VC, and Shopify. 

Your Responsibilities: 

  • Respond to queries, isolate problems, and determine severity level.
  • Champion escalated service issues and service delivery initiatives by reporting first line cases.
  • Identify delivery issues and coordinate with the corresponding teams for swift resolution.
  • Perform in-depth analysis/review to ensure the delivery of accurate and comprehensive 
  • Follow communication procedures, guidelines, and policies
  • Maintain data consistency, accuracy and quality in our support system, to ensure Shoppers are empowered with the most updated tracking/shipment information
  • Handle customer complaints, provide appropriate solutions and alternatives in a timely manner and follow up to ensure resolution
  • Provide accurate, valid, and complete information by using the tools, techniques, and resources provided by Swyft
  • Drive standardization in operational processes across different teams to create highest operational efficiency and lowest cost to serve
  • Attend weekly team meetings to identify, discuss, and solve any ongoing projects, process improvement ideas, product features, etc.
  • Highlight positive shoppers experiences and feedback
  • Assist in maintaining CSAT metrics and team KPI’s reporting on the delivery solution performance

About You: 

  • Ability to multitask and meet multiple timelines.
  • People oriented fast thinker with a flexible positive attitude.
  • Process oriented, highly analytical and a logical thinker with a good attention to detail
  • Excellent written and verbal communication skills
  • Experience with priority management based on severity of issue, customer sensitivity, and customer and revenue impact
  • Familiar with web services 
  • Masters Microsoft office tools
  • Administer reporting from Zendesk

Benefits And Perks

  • Competitive salary
  • Centrally located offices in downtown Toronto and Santa Monica (Los Angeles)
  • Health, Dental, and Vision benefits: we offer competitive health benefits for you and your dependents
  • A team invested in your professional development (monthly trainings, education allowance, and more)

At Swyft, we are committed to building and fostering an environment where our employees feel included, valued, and heard. We provide equal employment opportunities for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let the recruiting team know.

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Delight your customers with affordable same-day delivery