Courier Support Senior Specialist

Overview

All about the role

Ever wonder what it takes to power a network? Technology, ingenuity, grit, and a steady input of snacks. As a member of our diverse Global Operations team, you will help manage courier logistics and operational capacity for not only the Canadian market but also for international partners in this highly rewarding field.

As part of the Operations Team, you will be an integral part of the business, as you work closely with multiple teams to ensure continuous growth at SKIP.

This high-performance position is the foundation of success for our network. Members of this team are strong communicators with personalities that shine through the different channels of communication Skip uses every day.

Key Responsibilities

- Provide best in class stakeholder experience to couriers, customers, and restaurants.

- Handle high-visibility courier escalations and social media inquiries with legal, compliance, and brand awareness.

- Resolve complex reimbursement, safety, and compliance incidents in collaboration with local teams.

- Ensure accurate handling of high-value orders and sensitive communications with couriers.

- Use internal tools and data to optimize courier experience and operational efficiency.

- Responsible for meeting and exceeding personal performance KPIs to ensure that we are delivering on a best in class stakeholder experience

- Productivity: measures whether team members complete the expected volume of work to ensure a strong stakeholder experience.

- Adherence: tracks how closely team members follow their scheduled hours to meet operational needs.

- Quality Assurance: evaluates the accuracy, compliance, tone, and effectiveness of stakeholder interactions.

- Other KPIs: introduced as needed, with proper communication and support before implementation.

- Responsible for staying engaged, up to date, and in constant communication with the team.

- Training & Compliance: stay current with all training materials, process updates, and communications to ensure compliance in courier operations.

- Responsiveness: maintain timely communication via Slack and email to support smooth daily operations.

- Escalation & Collaboration: proactively communicate issues or concerns with leaders using established channels.

- Engagement: attend required meetings (1:1s, huddles, all-hands) to stay aligned and connected with the team.

Can you deliver… (required Knowledge, skills and competencies)

- Have a great attitude and are proven self-starters

- Keep hustling and are able to work through rejection

- Thrive in a rapidly changing environment and paying close attention to details

- Great communication, conflict resolution and problem-solving skills

Why work at Skip?

Skip is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. Skip team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day.

That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.

SkipTheDishes is proud to be an Equal Opportunity employer. We are committed to fostering a diverse and inclusive environment where all employees feel they truly belong and where everyone is included, seen, heard and respected.

In keeping with our values, all applicants will receive consideration for employment regardless of: gender identity or expression, sexual orientation, race, ancestry, national origin, religion, age, marital/domestic partner status, (dis)ability, neurodivergence, or any other characteristic protected by law. Should you require any accommodations throughout the hiring process, we encourage you to reach out to your talent acquisition specialist.

Note: All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.

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