IT Applications Manager, Customer Experience

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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 IM, 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 you:

As an IT Applications Manager, Customer Experience at Convoy, you are eager to get your foot in the door at a fast paced, rapidly growing startup. As a member of the IT Applications team, you will play a critical role in managing customer support and communication systems (email, chat, ticketing, telephony, etc) for Convoy.

You will

  • Work with Operations, Product, Engineering, and cross-functional teams to understand business requirements and drive projects towards successful completion.
  • Identify and execute opportunities for Customer Experience application implementation, redesign, or process improvement.
  • Provide application administrative support across systems as needed.
  • Manage vendor relationships, solutions consulting and user access.
  • Build a strong technical culture around our business systems that emphasizes technical excellence, rapid iteration, strong security, and frictionless user experiences.
  • Stay current with new functionality delivered in our SaaS customer experience systems.

We’re looking for someone who has:

  • 2+ years of experience administering Zendesk Enterprise
  • At least one of the following
    • Experience administering Front App and/or Typeform
    • 2+ years of experience with other enterprise customer contact systems
  • Proven functional experience with business units including Operations, Product, Engineering, Data Science, Finance and Legal.
  • Created and implemented contact experiences that increased customer satisfaction and operation efficiency.
  • Experience with operations and workforce data management and reporting.
  • Strong communication skills, with the ability to clearly explain system changes and functionality to all employees across Convoy.
  • Excellent verbal and written communication skills.

 

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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Location

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.

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