Job Details
**Work with Us**
**Join our team to help make moving and delivery easier than ever.**
Customer Support Associate (Remote) Location: Seattle, WA Type: Full TimeMin. Experience: Entry Level Dolly reimagines the big and bulky item delivery experience by putting the customer in control and optimizing for convenience, safety, and affordability. We deliver millions of items and are the leading on-demand delivery service trusted by retailers like Best Buy, Costco, Crate & Barrel, Big Lots!, and more.
Headquartered in Seattle and with remote employees across North America, Dolly is currently operating in 35+ markets and will soon be nationwide. We're passionate about creating an innovative, customer-centric brand that brings customers back time and time again.
About the Role
Dolly, the leading on-demand delivery service, is seeking an empathetic and resourceful Customer Support Associate to join our growing team. You will support our customers, retail partners, and Dolly Helpers by providing technical and operational support, as well as logistical coordination. Your primary task will be fielding incoming contacts via phone, SMS, and email, and working diligently to understand and address each issue.
Internally, youll also serve as a voice of the customer, tracking and categorizing issues and advocating for operational improvements. Youll ask tough questions and solve problems creatively in order to support our mission: to create freedom of time, freedom of choice, and freedom from worry.
This position is a full-time, hourly position on Dollys Operations team. This is a remote position.
What Youll Do
* Deliver friendly, meticulous, and timely support to Dolly customers, Helpers, and retail partners
* Use Slack and other tools to coordinate rapid, multi-channel communication between multiple stakeholders
* Troubleshoot user issues with the Dolly mobile and web apps
* Triage and prioritize tickets, using your independent judgement to escalate as needed
* Collaborate with various internal teams, including Sales, Operations, and Product, to support new partner launches
* Analyze trends in tickets and make recommendations for product and process improvements
* Perform routine daily tasks, including data entry, with a high level of accuracy
Desired Qualifications
* Strong customer service and communication skills-- youre comfortable working via phone, email, and live chat
* A calm and empathetic demeanor, even when speaking to frustrated people on the phone
* 1-2 years of experience in sales, account management, or customer support (Zendesk knowledge is a bonus!)
* High level of comfort and familiarity with smartphone applications (iPhone and Android)
* Ability to quickly learn web-based user support applications and partner applications
* Ability to multi-task and switch into different modes during the workday
* Experience working with remote and/or international teams is a plus
* Interest in an iterative, entrepreneurial environment-- were scrappy and moving fast
Dolly is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, family or parental status, or Veteran status.
Documentation Specialist Location: Seattle, WA Type: Full TimeMin. Experience: Mid Level Dolly was created to reimagine the big and bulky item delivery experience by putting the customer in control and optimizing for convenience and safety at an affordable price. We deliver millions of items and are the leading on-demand delivery service trusted by retailers like Best Buy, Costco, Crate & Barrel, Big Lots!, and many more.
Headquartered in Seattle, Dolly is currently operating in 35+ markets and will soon be everywhere nationwide. We're passionate about creating a customer-centric brand that brings customers back time and time again. Our team is ambitious and humble, with innovation at the core of everything we do.
**About the Role**
Dolly, the leading on-demand delivery service is seeking a self motivated, curious, and creative communications and change management specialist to support the ongoing operations as we scale. This is a new role at Dolly and will be a great opportunity for a motivated, results driven communications professional to be a true stakeholder and have direct input into the day to day of your role as you own all things documentation (non-technical) at Dolly.
**What Youll Do**
* Crafting external facing (customer/driver) messaging used by our live operations team
* Drive team efficiency through improvement of existing processes and creating new ones in order to respond and adapt to the changing needs of the business
* Creating and maintaining training materials and internal facing knowledge base articles
* facilitating and continuing to improve a change management process in order to make sure that new feature roll outs, SOP changes, and any other is in place for new feature roll-outs, SOP changes, (including things like changes to our SOPs, feature roll-outs, and new service area launches)
* Monitor internal company communications (including internal communications tools such as Slack) and connect people to resources, escalate questions, comments or concerns
* Assist in developing and facilitating trainings, including but not limited to: new agent training, on-boarding, and feature roll-outs
**Desired Qualifications:**
* Experienced, confident, and creative writer ready to take on new challenges
* Experience in developing and creating communications plans including internal and external-facing documentation
* Experience with project management
* Ability to create and improve existing systems and processes
* Extremely dependable, punctual, and manage your time well.
* Good attention to detail and critical thinking
* High level of comfort and familiarity with smartphone applications.
* Ability to multi-task and switch into different modes during the workday/week
* Experience with Zendesk is a plus
* Experience working with remote and/or international teams is a plus
Dolly is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, family or parental status, or Veteran status.
Dolly offers a competitive benefits package that includes medical, dental, vision, 401k, unlimited PTO, and equity.
Type: Full TimeMin. Experience: Mid Level Were looking for a creative, pragmatic, collaborative and highly motivated Front End Engineer that will play an integral part in the design and development of book.dolly.com, our customer-facing web client. Youll work closely with product designers and product engineers, building and maintaining parity between our three clients (iOS, Android, book.dolly.com). Bonus Points: Mobile application development experience (iOS/Android), experience in multi-variant testing. Type: Full TimeMin. Experience: Mid Level We are looking for a highly motivated individual to join the Operations team. As the Retail Operations Specialist at Dolly you will support our growing base of national retail partners that provide delivery for their customers via Dolly. Youll be working closely with our Sales and Retail Support teams to execute flawless partner launches and proactively mitigate against any operational issues that arise when things dont go as planned. This role requires a results oriented self-starter with effective communication sk