Veho에서 고객 지원 및 물류 운영을 담당할 코디네이터를 모집합니다. 영어와 스페인어 능통자로서 2년 이상의 고객 응대 경험이 필수입니다. Zendesk 등 티켓팅 시스템 활용 능력을 갖추고, 복잡한 배송 문제를 해결하며 팀과 협업할 인재를 찾습니다. 콜롬비아 보고타 기반의 계약직 포지션입니다.
Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.
We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.
Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.
To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.
We are seeking an exceptional and highly motivated Delivery & Client Support Coordinator to join our team in Bogota, Colombia. In this pivotal role, you will be the primary point of support for customers receiving packages, retailers who ship with Veho, and a network of independent contractor drivers. Your ability to communicate clearly, solve problems efficiently, and navigate a fast-paced environment will be crucial to Veho’s success.
26.000 COP per hour
Schedule availability requirements
Various schedules
All schedules could include work on weekends and holidays.
Schedules include 5 shifts & 2 days off per week.
Text Communication: Provide exceptional support through various channels (chat, text, email) to customers, retailers, and drivers in both English and Spanish.
Complex Problem Solving: Investigate and resolve a wide range of delivery-related issues, including delayed packages, incorrect deliveries, driver inquiries, and retailer concerns, striving for first-contact resolution whenever possible.
Ticketing System Management: Efficiently manage and prioritize support tickets using our ticketing system (e.g., Zendesk), ensuring timely responses and accurate documentation of all interactions.
Cross-Functional Collaboration: Collaborate seamlessly with various internal teams, including Ground Operations, Client Operations, and Technology, to resolve issues and improve overall service delivery.
Process Adherence & Improvement: Consistently follow established customer, driver and retailer support processes and guidelines, while also proactively identifying and communicating potential process gaps or areas for improvement to enhance efficiency and customer satisfaction.
Proactive Solutions: Anticipate potential issues and take proactive steps to prevent problems, ensuring a smooth delivery experience for all parties.
Feedback Loop: Collect and synthesize customer, retailer, and driver feedback to contribute to product and service enhancements.
Feedback Loop: Collect and synthesize customer, retailer, and driver feedback to contribute to product and service enhancements.
AI-First Mindset: Naturally curious about how AI can make work faster and better; constantly looking for new ways to automate simple tasks or improve personal productivity.
Exceptional Bilingual Communication: Demonstrable mastery of both written and spoken English and Spanish is a requirement. Your written communication will be clear, concise, conversational, and professional.
2+ years of Customer Support Experience: Proven experience in a customer-facing role, ideally within a fast-paced environment like e-commerce, logistics, or a startup.
Complex Problem-Solving Acumen: A strong track record of successfully analyzing complex customer issues, identifying root causes, and implementing effective solutions.
Ticketing System Familiarity: Hands-on experience with customer support ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) is required.
Fast-Paced Environment Comfort: Ability to thrive in a dynamic, high-volume environment with competing priorities and a strong sense of urgency.
Solution-Oriented Mindset: A genuine drive to find effective solutions for customers and a "can-do" attitude when faced with challenges.
Process-Oriented & Detail-Minded: Strong ability to follow established procedures accurately and a keen eye for detail in all interactions.
Adaptability & Proactiveness: Eagerness to learn new processes, adapt to changes, and proactively seek ways to improve workflows.
Team Player: Excellent interpersonal skills and the ability to build strong working relationships with colleagues across different departments.
This opportunity is based in Bogotá, Colombia and offers the chance to partner with Veho as we expand globally. This engagement will begin under a contractor arrangement. We are, however, deeply committed to building a strong partnership and providing meaningful, engaging work opportunities for talented individuals who want to grow with Veho.
Veho is a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.
Join us in building the future of ecommerce logistics and in doing the work of our lifetime!
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