Customer Support Team Lead

Salary Competitive

At Veri we help health-conscious individuals improve their metabolic health by helping them understand what, when, and how to eat. With the Veri mobile app talking to a wearable glucose monitor we translate complex glycemic responses into simple scores. We help inform and motivate users to make the best choices possible for their metabolic health.


Role

As Veri’s Customer Support Team Lead, your main responsibility is to ensure a great customer experience by leading our daily customer support and ensuring a smooth fulfillment process.

You’ll be in charge of efficient day-to-day operations, with the right staffing on each shift. You’ll get to improve our support functions and ensure all our staff has the right training and tooling to do their best work every day.

You will ensure smooth management of our product inventory across global warehouses, manage stock orders and supplier relationships. You will be communicating stock status as well as potential roadblocks to the Customer Support team. You will also take part in building and improving our fulfillment system and supplier network.

You’ll be an integral part of expanding the support team, responsible for onboarding new staff members and ensuring continuous training for the existing team. You will also be happy to get hands-on support when needed. You will work closely with our Head of Customer Success to ensure our reporting and processes are supporting our overall company projects and objectives.


What will you be doing?

Support

  • Ensure operational coherence and champion quality support

  • Manage quality control through conversation reviews

  • Identify areas of improvement and implement them together with Head of CS

  • Manage disputes

  • Reporting on support trends

  • Helping with support as needed

Staff

  • Manage rotas and holidays - ensure the most efficient staffing on each shift

  • Onboard new staff members, train new and existing staff members

  • Ensure anything that needs escalating is dealt with in a swift manner

Fulfillment

  • Manage stock (up-keeping global warehouses)

  • Ordering packaging materials to different warehouses

  • Communicating roadblocks and stock status with the Customer Love team

  • Overviewing and improving all supplier and fulfillment services relationships


What do we expect?

  • You have experience in Customer Service, Account Management, Fulfilment Management or other client-facing roles

  • You have a keen eye for detail with the ability to manage scheduling, improve systems and distill a wide array of information into clear insights

  • You're a strong communicator with a superpower to translate complex topics into digestible non-jargon with impeccable English skills, especially in writing

  • You have the ability to spot weak points, pick out feedback, and arrange information cohesively

  • You can oversee multiple systems and manage technical solutions

  • You are flexible with working hours and don’t shy away from having to cover our support inbox every now and again


What do we appreciate?

  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Operations)

  • Understanding or interest in operations and/or logistics

  • You've been involved in high growth-technology-driven startup environments

  • You're great at prioritization and you have the ability to say NO to things

  • You're a keen believer in holistic and preventive healthcare. You agree that people should be in charge of their health given the right tools and information

  • You are a self-starter and you have a bias towards action and leading to progress

  • You agree that in work one should be optimizing for progress versus aiming for perfection. You've internalized and understood the power of the Pareto Principle


What can we give in exchange?

  • A fast-paced and thrilling working environment

  • A nimble team (+30 people) of builders

  • Excellent team culture built on trust

  • Transparent working environment

  • Trust and autonomy to work on what you see fit and essential


Process

  1. Intro chat (30 minutes)

    You'll first talk with Tia on a 30-minute call; you won't need to prepare anything in advance. We would love to hear your story, where you're aiming to go and understand if we can be helpful in that journey. The purpose is to give you a thorough overview of the current lay of the land. You'll get to ask questions and we'd also love to hear about your sweet spot and interests.

  2. Task + Demo (3 hours + 45 minutes)

    We'll provide you with a task to assess your skills and execution. After finishing the task you'll get to demo your work to a few people from our operations team.

    Here you’ll get to ask more questions about the company and our ways of working.

    Here again, if we feel that you could contribute to our work and you're excited about the challenges we face we'll move forward.

  3. Meeting the Crew (2-3 x 30 minutes)

    We'll get Anttoni, our CEO, and 1-2 more people from the team to interview you and touch base one last time before making a final decision. If we collectively believe there is a good fit we’ll make you an offer following our Open Compensation Model.


How to apply 🏆

Reach out to us via The Hub

  • Short intro why you think Veri would be a great next step in your journey 🗺

  • Link to your Linkedin profile/CV


With ❤️

Crew at Veri

For more information or questions please contact us at tia@veri.co

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Equity package
Equity package

Want to be a partner? Look no further.

New tech gear
New tech gear

Are you a true Tech Savvy? Macbook, trackpad, you name it, we get you covered.

See all 14 benefits

Working at
Veri

Veri is an early-stage Helsinki-based health tech startup on a mission to help people feel go(o)d through better metabolic health. The majority of modern humans are metabolically ill because we don't currently have an effortless, and objective way of improving and getting lighting fast feedback about diet. We're building just that. A solution that provides modern humans access to their metabolic health data through continuous glucose monitors combined with magical software providing actionable insights related to nutrition and performance. Our journey started in a hacker house in the Bay Area where three frustrated, driven-to-build-things-kind-of-minds, got together to build a product that wasn't available to us and our closest community. We are currently a 10 people team from 7 different nationalities with experience working with world-leading companies and organizations. Find more about our team and our values here: https://www.notion.so/humanengineeeringhq/Work-at-Veri-d922ea569f734c14b1450c563656debb

Read more about Veri

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