Operations Manager

Full Time

About Us:

Swift is building a next generation checkout and fulfillment service for India - a platform rolling up payments and logistics solution for all fulfillment needs. We give businesses the opportunity to provide a customer experience at par with the likes of Amazon and Flipkart, all the while saving money and time. Think of us like Amazon without the website listing - we let our sellers design their own sales channel.

We believe there are many things a seller or small business has to worry about when selling online, logistics/payments etc shouldn't be one of them. With our solution, SMBs and D2C brands get access to technologies and services like next day delivery, same day delivery, live package tracking, Card/Cash on delivery, scheduled delivery etc, making parcel delivery just as simple as collecting payment.

We want to be the #1 checkout platform that’s reliable, easy to use and affordable.

Our Requirements:

We are on the lookout for motivated and driven people who can work without supervision and take initiative. The candidate has to fulfill the following criteria:

  • Excellent communication and writing skills and Proficiency in MS Excel
  • Problem Solving and Handling multiple stressful & complicated situations.
  • Exposure to Freshdesk or similar ticket management solution.
  • Ability to stay calm under pressure and handle customer escalations with empathy.
  • Experience working in either one of the customer support or vendor operations.
  • Ability to listen and resolve conflicts with a high level of ownership.

About the role

The primary responsibility of the role is to interface with our 3PL vendors/ delivery partners. The candidate is responsible for managing seller tickets and escalations and ensuring timely resolution with the vendors. Some of the responsibilities would be as follows-

  • Implement and ensure that an SLA policy for issue resolution is followed properly.
  • Coordinate with vendor partners over phone/Email for resolution of Daily pickups from multiple locations
  • Monitor and escalate delayed or potentially delayed shipments.
  • Weekly reconciliation on Shipments that might be Lost or Damages.
  • Monthly Reconciliations of bills and charges raised by Multiple vendors.
  • Monitor Freshdesk tickets performance on a daily basis and assist the account managers with resolution and provide weekly reporting and analysis of escalations and Freshdesk tickets to automated frequently occurring issues.

Key Takeaways

  • You to be a part of a small, but a super capable team.
  • The opportunity to work closely with founders to define, scope, estimate and plan various aspects of the operations process. Being one of the first hires at Swift, you will be involved in both high and low-level decision making. This means a lot of ownership, which we cultivate by having a flat structure.
  • Competitive compensation.

To apply drop us a mail at ops_hiring@goswift.in with your resume and a very short description about yourself and we will get back to you.