Zapp is building the future of convenience with a full stack approach to on-demand essential items, 24/7, delivered in minutes. Customer obsession is at the heart of everything we do, and from founders to riders we are relentlessly focused on delighting our customers. We are backed by the world's leading investors and our team has a phenomenal track record of success from the likes of Amazon, Jumia, Deliveroo, Tesco, and Just Eat. If you’re ready to help build the world’s most customer-focused company, get in touch.
As a Customer Service Supervisor, you’ll lead and support our agents during your shift to ensure we deliver a superior customer experience at all times. You will think creatively in a very fast moving operational environment, to go the extra mile for our customers and help us build a strong customer connection and the highest rates of customer happiness.
Responsibilities
- Lead our team of customer service agents on shift to deliver Zapp’s Customer Obsession.
- Take ownership of shifts, aiming for 100% customer retention, delegating tasks to agents to deliver efficient and effective results.
- Work closely with our Zapp stores, Last Mile Team and other colleagues to empower agents to make decisions in line with agreed processes and Zapp values.
- Proactively resolve customer facing escalations with a high level of Customer Obsession, ensuring Zapp’s leadership principles and tone of voice are reflected in all customer interactions.
- Identify and resolve problems by analysing the root cause, proposing solutions for future interactions.
- Support new hires by conducting a verification of skills programme to establish all new team members have the necessary skills required for their role.
- Conduct regular coaching interactions and refresher training modules with agents to support their development.
- Support the Lead Supervisor in performance managing agents by providing detailed evaluations from coaching interactions and quality assurance monitoring of agents work.
- Share best practices within the customer service team and wider company, to help improve our customer experience.
- Manage payroll hourly reporting for customer service agents on shift by completing shift evaluations periodically.
Requirements
- Prior experience as a Customer Service Supervisor or similar in a fast-paced and high-output environment
- Available for shift work (variety of shifts with starting time from 9am and finishing max at 3am )
- Ability to use multiple systems and multitask in a fast-paced environment
- Fast learner and have good time management skills.
- Self-motivated, with a strong sense of responsibility
- Motivated to delight customers, and do the right thing for them
- Empathy for customers, and desire to find the best way to solve their issues
- A team player, who’ll dig in to help their colleagues be successful
- Open to seeing and recommending better ways of serving customers, in customer service or in our product design
- Happy to reach out to the wider Zapp organisation when a customer concern requires further investigation
- Leads by example, be a role model for the customer service team ensuring Zapp’s leadership principles and tone of voice are reflected in all customer interactions
- It’s a work from home role, so you’ll need strong dedication, a stable internet connection, and a quiet place to work.
Benefits
- Competitive salary amp; equity package
- Health amp; Wellness package with Collective
- Extended sick pay and maternity / paternity leave pay
- We will contribute 3% to your pension
- Be part of a dynamic company and a super motivated team
At Zapp we embrace diversity. We are committed to creating an inclusive and supportive work environment. We firmly believe that a variety of backgrounds amp; perspectives make our team stronger and brings our product closer to the customer.
As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.