LineTen Hiring for Customer Support – Canada at Calgary, AB Full Time

Due to further expansion, we are seeking a Customer Services/1st Line Support professional to help us to continue to dominate one of the most buoyant, fastest-growing industries, that is changing the world and the speed at which we receive items.

About us:
LineTen is on a mission to crack the code on urban delivery. By leading with our values and putting carrier partners first, we are paving the way for better delivery experiences. LineTen is a new approach to delivery with a free carrier API and an operations management platform for shippers. We’re building the first global data-driven last-mile network that has the potential to solve industry-wide problems.

We are all working remotely at the moment but going forward, we will operate a home first policy.

The position of Customer Services/1st Line Support Executive (Remote)

The role is shift based including weekends (hours cover 9am-10pm)

Managing and monitoring Deliveries

• Anticipate and solve any problems that may arise before and after deliveries
• Keeping external stakeholders informed of any issues that may arise
• Answering queries from external stakeholders in a timely manner, be it phone, email or slack or live chat
• Ensuring good communication between couriers and customers to ensure successful delivery and in turn helping us meet our SLA’s
• Working collaboratively with other team members to improve operational performance every day
• Proactively tracking live orders to ensure everything is running smoothly and SLA’s are being met

Managing and monitoring Online Ordering

• Daily monitoring of Freshdesk ticketing system and responding to tickets in line with our first response SLA

. Logging all calls into Freshdesk

. Monitoring incidents and change requested logged in Jira, and keeping clients updated on progress in Freshdesk

. Taking ownership of support issues and work across teams to ensure issues have been resolved and ticket can be closed

. Triage and escalate complex issues to the 2nd line team

About you:

• You enjoy problem-solving and you’re a great communicator
• You’re results-driven and enjoy targets
• Highly organised, able to prioritise and work under pressure and to deadlines
• Strong interpersonal skills
• Strong written and verbal skills
• Customer-focus
• Good team player

. You take initiative and put the customer first and are not afraid of reaching out to relevant stakeholders to keep the client informed