Manager – Customer Operations

About Loop

Loop is on a mission to unlock profits trapped in the supply chain and lower costs for consumers. Bad data and inefficient workflows create friction that limits working capital and raises costs for every supply chain stakeholder.

Loop’s modern audit and pay platform uses our domain-driven AI to harness the complexity of supply chain data and documentation. We improve transportation spend visibility so companies can control their costs and power profit. That is why industry leaders like J.P. Morgan Chase, ABB, Estee Lauder, and Loadsmart work with Loop.

Our investors include J.P. Morgan, Index Ventures, Founders Fund, 8VC, Flexport, and 50 industry-leading angel investors. Our team brings subject matter expertise from companies like Uber, Google, Flexport, Meta, Samsara, Intuit, Rakuten, and long-standing industry leaders like C.H. Robinson.

About the Role

The customer operations team at Loop is focused on delivering best-in-class service and outcomes for our growing customer base. We provide real-time product expertise, build relationships with our customers' operations and finance teams, and ensure customers maximize value from their use of our products and services. We strive to improve our product, our processes, and most importantly, our customers' outcomes. 

The Manager role will be a people manager, responsible for the teams overall success and each members’ individual growth and development.

Key Responsibilities

• Ensure customer satisfaction is met and improved over time by building a best-in-class customer experience
• Build and develop the customer operations team, responsible for delivering value to Loop’s customers and serving as the first point of contact for them
• Iterate and improve Loop’s operational and support infrastructure including people, process and systems as we grow
• Create standard operating procedures  and manage customer relationships and to ensure Loop’s software and services exceed customer expectations
• This is an in-person role based in Chicago with the expectation to be in the office

About You

• You have 6+ years in SaaS, logistics, technology or related fields, with examples  of progression and growth
• You have at least 3+ years of experience  managing teams in customer operations, support, technical support, or related fields
• You have experience developing talent and building a scalable team 
• You’re an excellent  verbal and written communicator - able to interface with customers, technical stakeholders and at all levels
• You lead with data and a can-do attitude, no matter the challenge
• You’re a team player, excited about the opportunity to be an early employee at a fast-paced, fast-growing company

Benefits & Perks

• Premium Medical, Dental, and Vision Insurance plans, premiums covered 100% for you
• 401k plan
• Unlimited PTO
• Generous professional development budget to feed your curiosity
• Physical and Mental fitness subsidies for yoga, meditation, gym, etc