We are Curri and our mission is to be the way the world delivers construction and industrial supplies. Curri provides on-demand, last-mile logistics for construction and adjacent industries with our nationwide fleet of cars, trucks, and flatbeds. Curri was founded in 2018 and was a part of the YC S19 Batch. Employees work out of our office in Ventura, CA, but the majority of our fast-growing start-up operates remotely, with over 100 employees spread across the United States. We’re solving a massive, global problem of inefficiency in the construction industry. We imagine a world of efficient construction sites resulting in a net win for the entire world. Find out more at curri.com.
We are seeking a Support Specialist to join our team. In this role, your primary goal will be to oversee the day to day of the support team, ensuring that they are able to best resolve support issues in a speedy and efficient manner. You will be expected to step in and own resolution for conversations depending on the volume of work in a given day. Additionally, the role will also involve constantly reviewing our current support processes and bubbling up changes to processes and products to improve the overall support experience at Curri.
If you enjoy being in front of customers, find yourself actively listening and thinking about solving your customer’s toughest problems, excel at navigating challenging conversations, and have the ability to turn conversations into wins, we’d love to hear from you.
Responsibilities
- Monitor and assist the Support team to ensure they are able to provide drivers the best possible help experience
- Own the full Support escalation process to ensure driver satisfaction and diagnose the root problem in order to prevent future escalations
- Process driver payouts
- Assist with Support chats and emails when needed
- Own resolution for complicated Support conversations
- Report bugs or other product issues to the greater Curri team
- Help create new external help articles and maintain existing articles
- Help create and maintain learning materials and macros for the internal Support team
- Actively look for opportunities to improve internal processes and our Curri products
- Act as a VOD (Voice of Driver) to provide insight and knowledge on the driver experience
Key Performance Indicators
- 48 hour response rate for driver payouts
- Resolve 100% of escalated or complicated driver issues
- Respond to all questions/assistance requests in internal support channels within SLA
- Maintain a high Intercom CSAT score (85-90% = high)
What you need to have
- Bachelor’s degree or equivalent work experience
- 1+ years of experience in a customer-facing and/or high-growth environment
- Excellent communication and interpersonal skills
- Strong problem solving skills and the ability to independently come up with solutions
- Ability to thrive in a fast-paced and dynamic environment
- Familiarity with intercom platforms is a plus
- Best in class customer service skills, experience with de-escalating situations is a plus
- Agility and the ability to take on new challenges and responsibilities as the need arises.