Buying stuff online can get messy once you hit that “order” button. Managing dozens carrier tracking links, dealing with lost or damaged packages, and resolving issues with customer support can feel like a wild goose chase. That’s why we created the Route — to make the post-purchase experience for consumers like you, and the brands you love, as seamless as possible.

Route is on a mission to connect the world’s commerce. Through our network of +5 million Route App users and 15,000 merchants, we’re making it easier than ever for consumers to track, insure, and discover their favorite products in one place — which connects the world’s coolest direct-to-consumer brands to happy repeat customers.

Since Route launched in 2018, we’ve been on a journey to build innovative products that empower our customers, all while fostering a people-first, values-driven company culture. We’re looking for talented people across the ecommerce space to join us on the next steps of this adventure.

Don’t just take our word for it! Discover what life at Route has to offer.

The team

The Support team thrives on creating a world-class experience for the +15,000 innovative brands and +5M consumers who make up the Route ecosystem. This team is on a mission to reshape the post-purchase experience by quickly delivering targeted solutions to our customers, wherever they are — and a 95% Customer Satisfaction score proves Route Support’s commitment to these ambitious goals.

The opportunity

As a Support Operations Manager, you will be a core player for our Leadership team by managing our Quality Assurance, Resource Specialist, Trust and Safety and Resolve Bugs teams. As we continue to scale, you will be responsible for building metrics around performance and individual bonus structures that can drive high performance over the long-term.

You will also be responsible for enhancing both our customer and employee experience by identifying pain points in our processes and workflows. You will work closely with stakeholders across our Support Leadership, Revenue Operations, Engineering and Support Leadership teams to advocate for the team needs, represent the voice of the customer, and find creative solutions to roadblocks.

The right candidate should be positive, have an open mind, and be willing to learn and adapt to different situations. This person will be a big picture thinker who is focused on excellence. You will regularly partner with Route’s merchants and employees and will report to our Head of Product Support in our Lehi, UT office.

What you’ll do

Analyze support workflows and make suggestions to improve efficiency and effectiveness
Build tools to help make delivering support easier
Evaluate all of the support data that’s available to help assess the organization’s performance
Write and improve Support processes
Prepare performance reports by collecting and analyzing data from the customer service functions
Work closely with management to help customer service deliver on their components of overall company goals and objectives

What we’re looking for

Bachelor’s degree in Business Management, Statistics, Economics, or similar area of focus (preferred, but not required)
2+ years of experience working in a Customer Support or Operations role
Ability to quickly adapt in a fast-paced work environment
Experience leading individual contributors and teams
Exceptional communication and collaboration skills
Proven ability to organize and manage a wide variety of complex initiatives and responsibilities
Experience with reporting and software programs such as Zendesk, Excel, Tableau, SQL, Snowflake & Jira is a plus
Lehi, UT office preferred but open to remote for the right fit!

Pay Transparency:

Salary for this role: $90,000 - 115,000 DOE

The cash compensation above includes base salary, and is not reflective of potential commission for employees in eligible roles, or annual bonus targets under Route’s bonus plan for eligible roles. In addition to cash compensation, all Route employees are eligible to participate in Routes equity incentive plan to receive stock options per the terms of the agreement. Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their career level, skills, experience, specific geographic location qualifications and other job-related reasons.

Equal opportunity for all

Route is an Equal Opportunity Employer. We embrace diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.

Total Rewards

We know our team works best when everyone feels happy, healthy, and supported. We offer to pay 100% of your health insurance premiums on a $0 deductible plan for you and your family, remote or hybrid work arrangements, unlimited PTO, 401k matching, formalized growth opportunities, learning & development, DEI programs & events, and so much more.