Relay Technologies is hiring a Customer Service Operations Associate

Relay Technologies is hiring a Customer Service Operations Associate to shape our customer support strategy and deliver exceptional service. You will join a team of 90 people, with more than half focused on engineering, product, and data, to build solutions that serve our merchants, couriers, and customers.

What You'll Do

• Support the development and implementation of customer support policies and procedures to ensure consistency.
• Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution.
• Provide direct customer support by responding accurately and honestly to queries in a timely manner.
• Complete thorough investigations to provide customers with the most accurate and up-to-date information.
• Handle customer complaints by investigating concerns, liaising with relevant departments, and escalating to stakeholders.
• Identify trends and recommend process improvements to optimize team performance and customer satisfaction.
• Stay up-to-date with industry trends, best practices, and customer support tools.

What We're Looking For

• 1-2 years of experience in customer support or customer service.
• Familiarity with customer support tools and technologies.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills.
• Ability to develop and implement customer support policies and procedures to drive excellence.

Team & Environment

You will join a team of 90 people where more than half work in engineering, product, and data. We operate by a clear set of cultural principles: Aim with Precision by defining problems clearly and measuring your impact; Play to Win by tackling bold bets and hard problems; commit to being 1% Better Every Day through consistent improvement and quick delivery; be All In, All the Time by taking ownership from start to finish; achieve People-Powered Greatness by investing in teammates and building trust through feedback; and Grow the Whole Pie by seeking win-win solutions for all stakeholders.

Relay Technologies is an equal opportunity employer.