Experiential Operations Bilingual Specialist

 

At Shipt, we are transforming the shopping experience and giving time back to consumers. Shipt Shoppers handpick everything from fresh groceries to household essentials, then deliver them to your door in as little as one hour.

Shipt is a membership-based marketplace that helps people get the things they need. Our friendly shoppers handpick fresh groceries and household essentials and deliver them to members in as soon as one hour.

We are seeking an enthusiastic and detail-oriented Experiential Operations Bilingual Specialist who is fluent in both English and Spanish and has experience in the customer service field. As a member of our team, you will play a vital role in ensuring that we provide exceptional customer service experiences to our users.

IMPACT:

• Deliver on established goals and objectives (Responsible for duties of a traditional support team member (at times); including calls, chats, and email as determined by the needs of the business)
• Experiential Operations Bilingual Specialists may be used to support new innovation initiatives (small and large scale) as needed. (example: Experiential Operations provides the support to the general operations team initiatives including Partner and Retailer Support, Driven, Member and Shopper Support, and Market Optimization.

(Serve as an expert in the following functions)

• Provide top-tier support via call, chat, and email to our Spanish-speaking Members, Shoppers, Retailers, and Partners.

(Responsible for duties of a traditional Experiential Operations Specialist (at times); including calls, chats, and email as determined by the needs of the business)

• In addition, Experiential Operations exists to provide relief and support for teams throughout Shipt (different than that of a Support Specialist), including Operations, Experience Team, and Partner Success

(Serve as an expert in the following functions)

• Partner/Retailer Calls and Chats
• Outbound Communication
• Support emails
• Member Feedback Surveys
• Shopper Pay emails
• Shopper Operations emails
• Shopper Account Verification
• Other to be determined areas requiring Bilingual support

COMMUNICATION:

• Uphold call, chat, and email SLAs as determined by the business.
• Comfortable conversing in Spanish ~75% of the time via voice, chat, and email.
• Manage an outbound call request Slack channel
• 55% internal communication (Shipt HQ/Shoppers), and 45% external communication (customers, shoppers, retail partner escalations)

INNOVATION:

• Ex-Ops Members may be used to support new innovation initiatives (small and large scale) as needed. (example: Providing support to the general Operations Team initiatives including Member and Shopper Support, Supply Chain, Last Mile Delivery, Driven, and Market Optimization.
• Identify and adapt to the needs of the business, and advocate for our Spanish cohort of Members, Shoppers, Retailers, and Partners
• Build strong, trusting relationships with your peers and managers. Work alongside Experiential Operations Leaders to identify process improvements for our Spanish speaking customers.
• Be a curious, eager learner, flexibility is a must.

JOB REQUIREMENTS

• Excellent verbal and written communications skills required in both English and Spanish.
• Bilingual and able to read, write and speak Spanish proficiently
• 6+ months previous call center experience, or 6+ months telephonic sales support experience
• Previous customer support experience is a plus
• Bachelor's Degree not required, but preferred
• Schedule Flexibility - team members will be required to work varying schedules depending on business need. Scheduled shifts fluctuate from as early as 7am start times, and as late as 10pm end times. Weekend work is also expected. This is a full-time, 40 hour workweek position.
• Strong communication skills and the ability to multitask
• Able to work effectively with minimal oversight

The Experiential Operations Bilingual Specialist role expects that all team members be flexible and willing to work a variety of shifts based on business needs. The "office hours" for the Experiential Operations team are Monday - Sunday, 7 AM - 10 PM. Scheduling come with a one-hour unpaid break and two 15-minute paid breaks. The daily schedule for these shifts can be anywhere between 6 AM - 10 PM. A few examples of the 8-hour shift include 6 AM - 3 PM, 11 AM - 8 PM, 9 AM - 6 PM, 1 PM - 10 PM. All shifts will have a minimum of 11 hours in between shifts.

Work Arrangement:

Shipt considers candidates located near a Shipt office or workspace in Birmingham, San Francisco, or Minneapolis to be hybrid, which means that they have the flexibility to work from home (with leader approval) or at a Shipt office in order to facilitate the ability to innovate, collaborate, and spark team connections. In-office expectations will vary by role and leader. Certain roles may require in-office presence on a full-time basis. Please work with your recruiter to learn more about the classification of this role.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of r ace, color, national origin, ethnicity, religion or religious belief, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, military or veteran status, disability, or any other characteristic protected by law.

Please inform your recruiting contact upon initial connection if you need any accommodations.

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