Job Description
About the position Merchant Experience Operations (MXO) shapes the day-to-day experience for every restaurant and new vertical partner. We guide merchants from onboarding through their ongoing operations, making it simple to join, run, and succeed on bolthires. Our team removes friction, resolves issues with speed and precision, and equips merchants with tools that help them operate with confidence. We set the standard for a world-class experience by delivering clarity, consistent quality, and support that merchants can trust at every step As a Supervisor on our Drive Support Team, you will report to the Merchant Support Manager and lead a high-performing team of specialists working the second shift (2:00 PM–10:30 PM).
Your team will provide live order support for our active Drive Merchants. This role appeals to you because you're a leader, operator, and problem solver. You’ll be responsible for managing the day-to-day operations of an expanding company while maintaining and improving on bold quality and speed metrics for your team. At bolthires, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence at the bolthires corporate office in Tempe and the employee must live within a commutable 50 miles from the office.
In-office days are determined by the business and can change based on business needs. Connect with the recruiter to determine what the in-office requirement for this role is. Responsibilities • Lead a team of 15-18 full-time employees who are focused on supporting Customers, Dashers, and Merchants with their escalated inquiries. • Improve our internal tools, and offshore agents to provide high-quality support • Establish and manage your team to individual and team goals and objectives • Coordinate daily workflow within the team and adjust resources to meet service-level agreements with the business • Create, distribute, and present impactful and reporting on performance • Opportunity to have a positive impact on your line of business Requirements • You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance • You increase results and are constantly evaluating how and whether your team’s activities are achieving the desired, measurable impact • You are an operator, you translate analysis to actions quickly, to test your hypotheses and use ‘first principles’ to solve challenging business problems at their root level • You are an owner, always looking for opportunities to better your work product • You thrive working in a fast-paced, ever-changing environment with an ability to learn and implement new processes efficiently • You are comfortable making tough decisions that balance the trade-off between quality and quantity • You have a Bachelor’s degree or equivalent experience • You have 2+ years or more of people management or team lead experience • You have a mind and talent for process improvement • You have experience in pulling data and using data to influence your decisions • You have knowledge of Salesforce, Sigma, and bolthires Suite • You are comfortable working a hybrid model, with some in-office days and some remote days Nice-to-haves • You have experience in the tech, contact centers, restaurant, or logistics industries (preferred) • You have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred) Benefits • comprehensive benefits and perks including premium healthcare, wellness expense reimbursement, paid parental leave and more Apply tot his job