Job Description
About the Team
The Consumer Experience team is critical to forging and maintaining lasting relationships with our millions of customers. Reflecting GOAT Group’s core values of authenticity and innovation, you will join a collaborative team that solves problems with thoughtfulness, empathy and speed. The result is a world-class customer experience that builds trust with our buyers and sellers worldwide.
Role Overview
GOAT is seeking a results-oriented Operations Support Supervisor. This individual should have strong written and verbal communication skills, as well as strong analytical and problem solving skills. You will be responsible for supporting the Operations Support team. The ideal candidate will be a driven, organized, innovative thinker who is comfortable working across a variety of departments. This role requires someone who is capable of multitasking, is detail-oriented, is innovative, and able to successfully support various improvement projects.
In this role, you will:
- Establish work flows, practices and standards to ensure that ongoing support is provided for the Operations and Consumer Experience teams
- Provide staff direction in analyzing and resolving escalated operational problems
- Track and monitor daily workload to ensure customer and operations expectations are met
- Identify areas to cut costs and to improve performance, policies, and misses
- Effectively discuss issues and negotiate with others, direct team, and explain policies and decisions to those within and outside the organization
- Communicate customer issues with the Operations team and devise ways of improving the customer experience, including resolving problems and complaints
- Specify and build/implement tools to improve the speed and quality of operations support
- Understand and analyze courier claims data in order to relay trend information to stakeholders
We are looking for:
- 2+ years of people leadership experience, ideally at one or more organizations that have 2-sided marketplace structures
- Strong analytical, problem solving and excellent written and verbal communication skills; able to interact with team and customers in a clear and concise manner
- A solid track record demonstrating the ability to manage team performance, results and development
- Proven ability to communicate and work seamlessly with both technical and business teams
- Excellent written and verbal communication skills and the ability to simplify complex topics
- Team player, a quick learner, self-starter, able to work independently, and willingness (and ability) to handle the pressures of an increasing level of responsibility as we scale
- Strong problem solving and excellent written and verbal communication skills; able to interact with team and customers in a clear and concise manner
- Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, multi-faceted, independent environment
- Highly organized with demonstrated attention to detail
- Available and willing to work extended hours as needed including weekends and holidays, to meet business needs
- Experience with shipping operations/transportation/courier services including international customs procedures, regulations and required documentation
- Ability to recognize current trends within the industry and suggest ways to improve the overall customer experience
- Experience in Google suite preferred
GOAT Group represents the leading platforms for authentic sneakers, apparel and accessories. Operating four distinct brands–GOAT, Flight Club, Grailed and alias–GOAT Group has a global community of over 50M members across 170 countries.
GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world, and has expanded to offer apparel and accessories from select emerging, contemporary and iconic brands. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 50 million members across 170 countries.
Established in New York City over 15 years ago, Flight Club revolutionized sneaker retail as the original consignment store for rare shoes. Carrying the rarest exclusives and collectible sneakers, Flight Club has evolved from a one-stop sneaker destination, to a cultural hub for sneaker enthusiasts and novices alike. With three brick-and-mortar locations in New York City, Los Angeles and Miami, Flight Club remains the premier source for authentic, rare sneakers.
Founded in 2013, Grailed is the leading community-driven marketplace for rare luxury, streetwear and vintage fashion. The marketplace was built for enthusiasts, by enthusiasts, and features products from brands including Supreme, Raf Simons, Gucci, Saint Laurent, Balenciaga, Prada and more. With a highly curated selection of resale pieces including inventory exclusive to the platform, Grailed makes fashion accessible.
The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including Park West Asset Management, T. Rowe Price Associates, Inc., Franklin Templeton, Adage Capital Management, Ulysses Management, D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.
If you are an EU or UK resident, please review our EU / UK Candidate & Employee Privacy Notice.
Date Posted
06/15/2023
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