Convoy
Convoy is the leading digital freight network, using technology to seamlessly connect shippers and carriers.
Seattle, WA

Customer Experience Specialist at Convoy (Seattle, WA)

| Seattle
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Convoy is transforming the $800 billion trucking industry, where even 10 years ago, most truck drivers did not have smartphones and paper driver logs were common. In 2015, Convoy launched the digital freight movement with an open and fully connected marketplace for brands and manufacturers to work directly with freight carriers who move truckload shipments throughout the country. This ‘Digital Freight Network’ is powered by machine learning and automation, and supported by a broad, ever-growing set of features that benefit both sides of the marketplace.

We’ve been honored to work with some great companies, such as Unilever, The Home Depot, and Procter & Gamble. We’ve also been backed by world-class investors, including Google, YCombinator, Fidelity, Greylock Generation, Lone Pine, T. Rowe Price, Baillie Gifford and the founders and CEOs of Amazon, Salesforce, eBay, LinkedIn, Expedia, Dropbox, Starbucks, and others. We are proud to have been named a CNBC Disruptor 50 Winner (3x), a Fast Company World Changing Idea, a LinkedIn Top Startup, a Forbes' Best Startup Employer, one of Fortune Magazine's 'Impact 20' list, a best place to work in Washington State, a BloombergNEF Pioneer winner, and more.

This is your opportunity to collaborate with an incredible group of people and help transform the freight industry. Join Convoy and help us transport the world with endless capacity and zero waste.


About the job: 
Pay: $25.48 per hour
Extra cash! $500 signing bonus!
Health benefits: 100% coverage of your medical, dental, and vision premiums, and 85% for your family.
Paid parental leave: Four months paid parental leave for primary caregivers and six weeks paid parental leave for secondary caregivers. 
Commuter benefits: We’ll give you a fully paid for transit card to use like cash to pay your fare. If you commute to work by bus, train, or ferry in Atlanta or Seattle we’ll get you to work for free!

Available shifts:
Sunday-Wednesday from 7:30am-6:00pm PST
Sunday-Wednesday from 10:30am-6:00pm PST
Wednesday-Saturday from 7:30am-6:00pm PST
Wednesday-Saturday from 10:30am-6:00pm PST

About you:
You have the ability to excel in an intense, dynamic work environment as an early member of a growing team. In partnership with sales and brokerage teams, Customer Experience Specialists act as stewards of customer support, problem solving, and quality control. You'll bring the enthusiasm and aptitude necessary to get the job done!

You will:

  • Provide great customer service to inbound customers; cooperate and build positive, inclusive and respectful relationships; inspire strong performance in yourself and others
  • Provide excellent customer support while using standard processes and internal tools to troubleshoot within tight deadlines
  • Work independently on projects and must be comfortable working in an ambiguous and ever changing environment
  • Train customers on how to use our product, improve their performance, and grow their business with Convoy
  • Operate across cross-functional teams to execute programs and deliver exceptional service
  • Have strong operations or detailed account management experience
  • Comfortable diving into the details
  • Be self directed and have a proactive approach to work

We're looking for someone who has:

  • 3-5 years of previous customer service experience
  • Comfort working in an ambiguous environment
  • A passion for process improvement
  • The ability to remain calm, think on your feet, and exercise sound judgement under pressure

Nice to haves:

  • Bachelor’s degree in business, communications or related fields
  • Transportation, freight brokerage, or other logistics industry experience 
  • Technology industry and startup experience
  • Beginner to intermediate level experience with programing languages ie. SQL, Java, Python




Benefits:
Employees' wellbeing is top of mind for the Convoy team. Outside of offering excellent medical, dental, and vision benefits, we also offer the following: 

* On demand mental and emotional health benefits through Lyra 
* On demand primary care through 98.6
* Generous paid time off
* Paid parental leave program 
* Fertility benefit solutions via Progyny
* Child-care and adult/elder-care options through Bright Horizons
* Opportunity to join and contribute to one of our Employee Resource Groups
* Ability to make a real world impact!

Convoy is an equal-opportunity employer and we welcome applicants from all backgrounds. If you’re a passionate team player who wants to have an outsized impact on a diverse and dynamic team, we’d love to hear from you!

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Where we are

Enjoy our gorgeous office view in the most sustainable high rise building in Seattle! The Russell Investments Center is easily accessible by public transportation and surrounded by delicious food options.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • TypeScriptLanguages
    • GraphQLLanguages
    • ReactLanguages
    • ReactLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • DockerFrameworks
    • Amazon SageMakerFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • AdobeXDDesign
    • ZeplinDesign
    • TrelloManagement
    • NotionManagement
    • WordpressCMS
    • SalesforceCRM
    • MandrillEmail
    • IterableEmail
    • MarketoLead Gen
    • OutreachLead Gen
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What are Convoy Perks + Benefits

Convoy Benefits Overview

We're committed to fostering an excellent work environment for our employees, providing a space to grow professionally and personally. We also recognize that your health comes first. Convoy covers 100% of your medical, dental, and vision premiums. And importantly, life outside of work matters. Convoy offers paid time off and paid holidays, as well as generous parental leave for those expecting new additions to their family.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Our management team is comprised of a diverse group of individuals from different races, ages, genders, and backgrounds.
Unconscious bias training
Diversity Employee Resource Groups
We have 8 Employee Resource Groups (ERGs). ERGs are one of the ways our employees help cultivate community within Convoy and create a more inclusive culture, with opportunities for mentoring and more.
Hiring Practices that Promote Diversity
At Convoy, we’re committed to fostering a culture of diversity, equity, and inclusion, and our hiring practices are designed to attract diverse talent.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Convoy wants to ensure that you and your family have access to high quality medical, dental and vision care. As such, Convoy covers the full premium for employees and 85% of the premium for dependents
Vision Benefits
Convoy wants to ensure that you and your family have access to high quality medical, dental and vision care. As such, Convoy covers the full premium for employees and 85% of the premium for dependents
Health Insurance Benefits
Convoy wants to ensure that you and your family have access to high quality medical, dental and vision care. As such, Convoy covers the full premium for employees and 85% of the premium for dependents
Life Insurance
Convoy provides all full-time employees with life insurance and accidental death & dismemberment insurance. Convoy pays 100% of all enrollment costs.
Wellness Programs
Convoy offers weekly guided meditation sessions and yoga flows as a way to recharge during the workday.
Onsite Gym
Mental Health Benefits
As a Convoy employee, we offer free Lyra on-demand mental health coverage for you, your dependents, and your spouse or domestic partner.
Retirement & Stock Options Benefits
401(K)
We offer a 401k plan to help save for retirement.
Company Equity
Convoy offers stock options to full time employees.
Performance Bonus
Convoy offers cash bonuses based on performance across varying departments.
Child Care & Parental Leave Benefits
Child Care Benefits
Convoy is pleased to be offering your family high-quality back-up child and adult/elder care, plus access to regular caregivers, pet care, tuition discounts, and more.
Generous Parental Leave
We offer generous parental leave for those expecting new additions to their family.
Flexible Work Schedule
Remote Work Program
Convoy employees can choose to work in the office or at home remotely.
Family Medical Leave
Adoption Assistance
Restricted work hours
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Convoy has a flexible vacation policy so you can take the time off that you need.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Convoy's casual dress includes jean, sweatshirts, and sneakers every day of the week.
Commuter Benefits
If you can take a bus, ferry, or train to work, we’ll cover the costs! We give an Orca card to all Seattle employees and a Marta card to all Atlanta employees.
Company Outings
Game Room
Stocked Kitchen
Convoy offers plenty of flavorful snacks and drinks free of charge.
Some Meals Provided
Happy Hours
Convoy provides team happy hours at local areas restaurants/bars.
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Convoy offers a strong onboarding program and industry training, alongside access to LinkedIn Learning's on-demand course library with thousands of courses for business, tech, and creative topic,
Lunch and learns
Every Wednesday, tune in to our "Show & Tell" session at lunch time for leadership fireside chats, company updates, and exciting new product releases.
Cross functional training encouraged
Promote from within
Time allotted for learning
We have weekly sessions for our employees to learn more about the industry and explore and understand what other teams are working on. We also pay for LinkedIn learning classes.
Online course subscriptions available

An Insider's view of Convoy

What's something quirky about your company?

Convoy embraces creativity and encourages teams to make their department meetings fun, full of energy, and focused on the positive. For the Shipper team, that means no matter how we get together (in person or virtually) we're kicking off with loud music selected by someone new each week and continue streaming via our team Spotify playlist.

Ashley

Senior Program Manager, Communications, Culture & Engagement

What's the biggest problem your team is solving?

Ensuring the shipment load is completed successfully. This requires focusing on our carriers and setting them up for success through guided workflows, empowering shippers to stay current on their shipment status, and enabling customer service representatives to effectively and efficiently work with both parties when problems do arise.

Peixin Fu

Senior Product Designer

How has your career grown since starting at the company?

My role has shifted from being just a product owner to taking on a more active role in leadership activities at the company. I contribute to hiring across the company, speak at various panels and events, help sustain our core culture through hyper growth, and act as a founding member of Women Discussion Groups at Convoy.

Himani

Director of Product Management

How do you empower your team to be more creative?

We’ve built a culture where all ideas are welcome, candid debate is encouraged, and it's okay to fail. We focus on values that encourage us to ask questions, challenge ideas, and discuss wild ideas; driving them forward when possible. Creativity has spurred some of our biggest innovations, like automated detention for carriers!

Melanie

Director, Operations

How would you describe the company’s work-life balance?

While many companies in the market say they value their employees, at Convoy, leadership’s actions truly reflect that belief. My manager encourages me to put my well-being and family first, unplug after work hours and pursue other passions. I am grateful that I can grow professionally and enjoy Convoy's benefits and generous PTO.

Braedan

Partner Marketing Specialist

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