About the Role
Working directly with the founders, you will be helping build this company from the ground up. We value culture above all else, and will be relying on your management experience and approach to help grow a team that loves our company as much as we do. You will value action over deliberation, data over instinct and collaboration over hierarchy. 

You will be instrumental in building out the teams, systems and processes to support all live order operations encompassing customer service and fulfillment. You will be responsible for building out a best in class customer service team and support desk. You will collaborate with the Head of Store Operations to ensure that the interface between store teams and logistics is well organised and seamless. You will dive deep into data and use it to make useful decisions to ensure that we are constantly optimising our Live Operations to ensure we are delivering on our customer value proposition. You will be as comfortable getting your hands dirty, while also working with a view to delegating and organising your team as/when it grows. 

You will need to be able to juggle a variety of projects concurrently, and see that all are executed with the utmost diligence and attention to detail. Some of what you'll be doing:

• Defining a vision for what best in class customer service looks like in our space
• Implementing best in class software solutions (or building our own) to provide radical customer service to ensure that we lead the market 
• Conducting commercial and legal negotiations with external vendors
• Designing and implementing processes to support customers throughout their pre and post-sale journey
• Defining KPIs and metrics that will provide clarity to your team on what success/excellence looks like in customer service and last mile delivery
• Recruiting a team of managers, team leaders and customer service agents that are aligned to your visions and accountable to your metrics.
• Tapping in to the latest trends in relation to customer experience to ensure we deliver world class customer service

Is this you?
We don't need a summa cum laude. We need someone who’s got experience, ambition, works independently and will stop at nothing to help us succeed. We need someone who sees their own and our mistakes before we do. We value honesty, hard work and integrity above all else.
 
Now, down to business. You should have the following experience: 

• Working in a fast paced and complex environment 
• Tertiary level education or equivalent
• Proven experience in leading teams within customer service and/or logistics
• Exposure to grocery, drinks or the convenience store industries
• Understanding of online/ecommerce