Customer Support Specialist

DELLI is the place to buy the best independent food and drink, all in your pocket. Hundreds of makers are dropping their products on DELLI, and we curate the best selection for you every day.

From micro bakers to pickle purveyors, small-batch olive oil producers and drink makers, we’re stocked with the niche and the essential.

We were founded by Simon Beckerman (Co-Founder, Chief Creative Officer) and Marie Petrovicka (Co-Founder, CEO). Simon and Marie previously worked together at Depop - a fashion marketplace founded by Simon, that sold to Etsy for $1.6B in 2021, with 20M users in 147 countries, and a team of 300!

We have recently started experimenting with having some of our inventory in-house, removing a big part of the hassle for our makers when it comes to shipping their delicious food and drink creations. For that, we are looking for someone who can help us with all things operations related.

We are looking for an experienced Customer Support Specialist to join us and help us with all things related to customer support - making sure DELLI buyers are happy with their experience and any potential issues or questions they may be having gets resolved quickly.

The role will require the right candidate to have strong communication skills, attention to detail, a proactive and empathetic approach to resolving customer questions and issues.

Requirements

Respond to customer enquiries via our support email promptly and display genuine care for our community, being the first touch point in our community experience.

Resolve and log customer issues related to orders & returns.

Ensure customer's receive relevant information and regular updates in relation to their tickets submitted.

Arrange & process custom requests, prepare gifting and influencer outreach in coordination with the marketing team.

Process returns back into the warehouse and liaise with the inventory department.

Lead & assist with the preparation of documentation and label making for outbound goods.

Generate weekly warehouse performance reports and present these to the Operations Manager.

Identify opportunities for improvement, highlight trends to enable continuous business improvement & customer care procedures.

Support with the creation of DELLI CX policies and training materials.

Provide recommendations to management to improve customer satisfaction and operational efficiency.

Benefits

• Be part of the launch of something truly exceptional with a dedicated and fun team.
• Opportunity to build a platform impacting millions of lives, and making the world a better place.
• Apple Mac Laptop + Monitor provided with a dedicated work station.
• Free lunch in the office on Tuesday's every week.

We know that you may be put off applying for our job if you think you can’t tick every box — apply anyway! We’re welcoming of all backgrounds and pride ourselves on having a diverse community and workforce that adds to our richness. However, you’ll catch our eye if you can demonstrate a hint of the DELLI appeal within your CV to wow and excite us.

Last updated on Jul 10, 2024