Join the CX squad to build and ship backend features for recipient-facing products and integrations. Implement, test, monitor services, participate in code reviews, and collaborate with Product and UX to measure impact and improve customer experience.

Lead and coach a customer support team across email and live chat, manage daily operations and schedules, handle complex escalations, improve processes and documentation, monitor CSAT and KPIs, and provide frontline insights to senior leadership.

Own daily delivery quality and integrity reviews: investigate delivery failures, manage shipper claims and disputes, assign fault and financial outcomes, maintain SLA and documentation, support internal teams, and identify process improvements to reduce recurring issues.