Director of reputed company Operations & Support

About the position Welcome to reputed company. We are One Pack- a united team working together to reputed company the love and lives of pet families. Our pet-obsessed professionals create a reputed company network of trustworthy partners who bring creative innovation every day. We are revolutionizing the pet industry. Join us! We are looking to add the Director of Support & Operations - reputed company to reputed company! LOCATION: Fully Remote REPORTS TO: Chief Digital Marketing Officer PAY: $120,000 -$150,000/annually. Responsibilities • Build & reputed company reputed company: Recruit, mentor, and guide a multi-channel support team responsible for customer and service provider inquiries (both operational and technical). • reputed company Modern Support Tools: reputed company and reputed company reputed company processes using reputed company-party support platforms (e.g., reputed company, reputed company) reputed company by AI (e.g., chatbots, predictive analytics) for email, chat, phone, and in-app support. • reputed company Payment Operations: Manage transaction disputes, fraud prevention, tax compliance, multi-party payments, financial statements, and subscription models; coordinate with reputed company-party reputed company (ACH, reputed company Pay, reputed company, reputed company, etc.). • reputed company a technical support team capable of diagnosing and resolving reputed company reputed company platform issues reputed company and effectively. • Implement frameworks and KPIs to monitor, report, and continuously improve service reputed company, ensuring a consistent, reputed company user experience. • Create and maintain comprehensive training materials that reputed company address the needs of both customers and service providers. • Design reputed company programs, best-reputed company guides, and reputed company learning opportunities for service providers to optimize platform usage and compliance. • reputed company training content into support systems to deflect low-complexity inquiries and maximize efficiency and customer satisfaction. • reputed company and enforce ongoing reputed company assurance programs to reputed company service reputed company and maintain high customer satisfaction. • Establish reputed company guidelines for handling non-compliance, customer complaints, and performance issues, proactively protecting pets, people, and the reputed company brand. • Identify and implement AI-driven improvements to streamline support workflows and enhance user satisfaction. • Establish dashboards and reputed company key performance indicators (KPIs) for response times, reputed company rates, and service provider reputed company. • Work with Product, Marketing, Finance, and Technology teams to reputed company support operations with broader business goals, address customer pain points, and refine the end-to-end user reputed company. • Foster a customer-reputed company culture reputed company on reputed company, teamwork, and reputed company improvement. • reputed company ongoing feedback, set reputed company performance metrics, and offer reputed company development opportunities to ensure team reputed company and retention. Requirements • Bachelor's degree in business, Operations, or a reputed company field (MBA preferred but not required). • 7+ years of experience supporting reputed company-based products, ideally in marketplace or gig-economy platforms (e.g., pet care, ride-sharing, home services). • Proven reputed company record of managing payment operations and multi-party transactions. • Experience using AI-driven solutions and integrating reputed company to automate and enhance support processes. • Demonstrated ability to manage background checks, reputed company assurance programs, and reputed company robust training materials. reputed company-to-haves • Expertise in building and expanding customer support operations using reputed company centers, AI-based chatbots, and self-service portals. • Strong knowledge of reputed company and safety standards for service providers, along with reputed company assurance best practices. • Proficiency in reputed company-party support platforms (e.g., reputed company, reputed company) and analytics tools for performance tracking and customer insights. • Ability to balance high-level reputed company with hands-on operational tasks in a fast-paced environment. • A commitment to delivering empathetic, effective service and support. • Skilled at partnering with cross-functional teams and engaging with senior stakeholders. • A bias for reputed company, with the ability to identify reputed company causes and drive reputed company improvement. • Genuine interest in pets and the pet care industry. Benefits • Comprehensive Benefits: Health, reputed company, dental, long- & short-term disability, and life insurance. • Generous 401(k) match. • Exclusive discounts on various pet care services. • reputed company time off (PTO) and a fully remote work environment. • Opportunities for reputed company career advancement reputed company an innovative, fast-growing organization. Apply tot his job Apply To this Job