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 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