Customer Support (SuperPilot 1) Shift Manager

| Greater Denver Area
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About Vorto

We are building software which enables businesses to be more economically and environmentally sustainable by digitally transforming the supply chain. We operate in a very fast-paced and nimble environment which is highly focused on a team-first, accomplishment-oriented culture that is passionate about the success of the organization. Our products have been developed by a world-class engineering team that is simplifying complex business problems to a degree where adoption is effortless. We encourage you to visit our careers page and read this blog post to learn more about our culture.

We are backed by Golden Gate Capital, a Tier 1 private equity firm based in San Francisco, CA. Golden Gate has a diverse portfolio of companies with over $15 billion in committed capital.

About the Role

We are looking for a Customer Support Shift Manager to help us bring exceptional customer service to our customers- truck drivers!

Responsibilities

  • Managing a team of customer support (SuperPilot 1s) representatives
    • Help develop skills of each representative so they can assist drivers, even with difficult issues.
    • Assist with setting goals and KPIs for the team; manage performance of each team member and identify areas for growth.
    • Train, coach and mentor team members on how to deliver exceptional customer service to our drivers.
    • Communicate company, system, process changes to team members
    • Understand and support the team’s workload, morale and challenges.
    • Complete performance reviews
  • Cross department collaboration
    • Maintain ongoing internal communication with department leads in order to support team needs
    • Work closely with Product Managers to stay up to date with app and system changes in order to train team members who interact 24/7 with our customers.
    • Collaborate effectively with the Development team on customer support escalated issues.
  • Knowledgeable on all company systems
    • Troubleshoot software issues
    • Navigate company systems
  • Manage other duties as assigned by management

Requirements

Requirements

  • Exceptional customer service skills
  • Embrace challenges
  • Inspirational team leader
  • Must be able to work in a fast paced, structured, dynamic and high- transaction environment, with the ability to maintain composure in stressful situations
  • Ability to troubleshoot applications and learn new technologies quickly
  • 2+ years experience in management and experience building teams
  • Ability to react to dynamic situations and make thoughtful decisions
  • Exceptional analytical skills
  • Exceptional communication, written and verbal skills
  • Understanding of service-focused operations teams that support a group of customers who are 24/7/365
  • This is an in office position, no remote work offered

Benefits

At VORTO we are committed to developing our employees and providing them exciting opportunities to grow and prosper in their careers.

We offer a competitive benefits package as well as numerous additional perks including:

Competitive compensation package

Health, Dental and Vision Insurance

401k with matching up to 3.5%

Company paid basic life, long and short-term disability insurance

Company paid parking or transit pass

Modern office space in downtown Denver with daily coffee, tea, drinks & snacks

VORTO is an Equal Opportunity Employer.

Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • TensorFlowFrameworks
    • KubernetesFrameworks
    • PostgreSQLDatabases
    • FigmaDesign

Location

Our company is in a trendy area with plenty of bars, restaurants, gyms and shopping. Plus, there is great access to public transportation.

An Insider's view of VORTO

What's something quirky about your company?

We listen to "Who Let the Dogs Out" almost daily at 4:30pm and have the most well stocked refridgerator in town... ranging from energy drinks, all types of La Croix, snacks galore, and even lunch choices, we're a fan of eating and drinking well. The environment feels like the cup is half-full with generosity for all of the hard work. ;)

Jennie

Office Manager/Executive Administrator

How do you collaborate with other teams in the company?

We are an extremely collaborative team so I am always working with other groups within the company. While I am testing, I am in constant communication with our software developers; when I am presenting to clients, I am in communication with our sales team; and our operations team has daily updates on all customer activities.

Kaitlynn

Operations Manager

What are some things you learned at the company?

Even as an engineer, I’ve learned that it is crucial to understand how the user experiences our app day-to-day. Without that context, it is impossible to take full ownership for building new features. I’ve also learned how much grit and resilience it takes to deliver a product that thousands of people use every day.

Ryan

AI Engineer

What unique initiatives do you have that encourage innovation?

Innovation is only valuable when it is commercializable. So many companies either a) never innovate, or b) innovate, but without ever creating any value. We invest in exposing every Vortonian to diverse aspects of our business & industry so they can innovate in ways which make an impact.

Sam

Chief Product Officer

What's the biggest problem your team is solving?

Biggest problem we're solving is simplifying the supply chain industry, minimizing the number of trucks that are needed on the road, and at the same time increasing customer's earnings by eliminating non productive time (NPT) and demurrage.

Sean

Engineer Manager

What are VORTO Perks + Benefits

VORTO Benefits Overview

Vorto provides the latest in tech and even a 401(k) with a company match which are rare for a startup. This is possible due to the rapid market success of our products, which flow directly from our culture of relentless speed of innovation. Our level of success has enabled Vorto to be competitive in pay along with a big upside in equity potential.

Culture
Eat lunch together
Daily sync
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Vacation & Time Off Benefits
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Promote from within
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