Customer Support Manager

Who we are

Batch is redefining the way people get their orders through an unparalleled digital experience, from the moment you click buy to the moment you open the box at home.

For users, we offer the best experience in the market through simple and easy to interact communication through Whatsapp. Our users highly recommend the batch experience with 4.8/5 satisfaction.

For retailers, we offer a simple and intuitive platform to manage orders, check stock and delight customers. It integrates the most popular eCommerce platforms so they don't need to lift a finger. This way, they can focus on growing the business while their customers get a top notch experience.

We believe in delivering expectations, one batch at a time.

There is an outstanding group of people involved in our mission to revolutionise last mile logistics and deliver our current Y/Y growth of 200%.

We are backed by one of the largest Private Equity offices in Portugal as well as multiple unicorn founders as Business Angels. They not only support our growth but also connect us to the market and unlock key partnerships.

Our team is composed of creative thinkers and ambitious doers from Uniplaces, Unilever, Worten, Accenture, Google, NOS, Outdare, Lime and many other places. This collective knowledge makes the Batch DNA very special to us.

If this sounds a lot like who you are, see below about who we're looking for.

Why we need a Customer Support Specialist at Batch

More than orders we are committed to delivering a memorable last mile experience to our customers. As a Customer Support Specialist, you'll be the voice of Batch, supporting our retailers and their customers, and ensuring they have the best experience possible. You'll also play a critical role in coordinating daily problems within the team.

What you will do

The Operations team's role is responsible to manage from A to Z the retailers, warehouses and couriers' operations to provide an outstanding experience to all stakeholders involved.

A typical day in this role will look like this:

• Provide outstanding support to our customers via email, chat, phone, etc. This entails addressing questions from retailers, their customers and resolving daily operational issues, and converting Batch clients into fans.
• Ensures orders are delivered to the customers as promised and/or that the customers are kept informed of relevant deviations.
• Coordinate with our delivery partners the best solution for potential incidents.
• Ensure that the incidents are properly solved and closed.
• Coordinate with the rest of the team to ensure our customers have the most adequate answer to their inquires.
• Assist with general administrative tasks as needed.

Team

Operations

Location

Lisbon, Portugal (office)

Compensation

€1.200 net monthly income (14 months) + Bonus + Stock Options + Perks

Who we're looking for

• You are proficient in Portuguese.
• You are a great communicator, who can explain hard things in a simple way and connect what users are asking for with answers to their true issues. You have excellent written and oral communication skills.
• You are a customer-driven person who gets energy from talking with people all day long.
• You are passionate about helping others and creating support experiences that exceed customers' expectations.
• You are able to not only to handle customers' emotions, but also empathise with their problems/issues.
• You are able to troubleshoot problems and find speedy resolutions.
• You are skilled at handling multiple issues at once to efficiently solve a large number of inquiries.

Working at Batch

• Our culture: a culture of ownership, reliability and big goals. These are early days at Batch, so we're looking for people with good hearts who can also build on and shape our culture.
• Efficient workstation: a top notch work setup with the computer model you like best, so you can be as productive as you can. Most of us use the latest Apple Macbook model.
• Collaborative tools: as our company grows fast, we use the latest and greatest tech stack to enable collaboration and great ideas. Some tools include - Google Workspace for email and Notion for our internal documents.
• Competitive compensation: a competitive compensation pack (mentioned above) so you are happy and excited to work here. And if you're a top performer, your compensation will grow as you keep delivering.
• Time off: 25 vacation days per year + your birthday
• You will be building the future of logistics with your own hands. How cool is that?

Stages of this hiring process

• We review all applications we receive and match it to what we're looking for
• First interview to discuss your experience and fit with the role
• Second interview to discuss practical situations you might find in the role
• Role play + presentation, so you see you in action
• Meet the team, so we know we can work well together