**About Veho** Veho is on a mission to revolutionize the post-purchase experience. We’re building a new, end-to-end logistics infrastructure—from middle mile to last mile—powered by tech that puts customers first. By removing the pain points in delivery and returns, Veho creates deeper loyalty and trust between brands and their customers. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more. We’re proud of our diverse and inclusive culture, our best-in-class benefits, and the chance for every team member to share in our success through equity. Whether you work at one of our facilities or remotely, at Veho you’ll join a mission-driven team that’s transforming logistics—and having a lot of fun along the way. **About The Role**:We are seeking an exceptional and highly motivated Delivery & Client Support Coordinator to join our team in Bogota, Colombia. In this pivotal role, you will be the primary point of contact for our diverse stakeholders: customers receiving packages, retailers who ship with Veho, and a network of independent contractor drivers. Your ability to communicate clearly, solve problems efficiently, and navigate a fast-paced environment will be crucial to Veho’s success. **What you’ll do**: - ** Complex Problem Solving**: Investigate and resolve a wide range of delivery-related issues, including delayed packages, incorrect deliveries, driver inquiries, and retailer concerns, striving for first-contact resolution whenever possible. - ** Ticketing System Management**: Efficiently manage and prioritize support tickets using our ticketing system (e.g., Zendesk), ensuring timely responses and accurate documentation of all interactions. - ** Cross-Functional Collaboration**: Collaborate seamlessly with various internal teams, including Ground Operations, Client Operations, and Technology, to resolve issues and improve overall service delivery. - ** Process Adherence & Improvement**: Consistently follow established customer, driver and retailer support processes and guidelines, while also proactively identifying and communicating potential process gaps or areas for improvement to enhance efficiency and customer satisfaction. - ** Proactive Solutions**: Anticipate potential issues and take proactive steps to prevent problems, ensuring a smooth delivery experience for all parties. - ** Feedback Loop**: Collect and synthesize customer, retailer, and driver feedback to contribute to product and service enhancements. **What You Bring**: - ** Exceptional Bilingual Communication**: Demonstrable mastery of both written and spoken English and Spanish is a requirement. Your written communication will be clear, concise, conversational, and professional. - ** 2+ years of Customer Support Experience**: Proven experience in a customer-facing role, ideally within a fast-paced environment like e-commerce, logistics, or a startup. - ** Complex Problem-Solving Acumen**: A strong track record of successfully analyzing complex customer issues, identifying root causes, and implementing effective solutions. - ** Ticketing System Familiarity**: Hands-on experience with customer support ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) is required. - ** Fast-Paced Environment Comfort**: Ability to thrive in a dynamic, high-volume environment with competing priorities and a strong sense of urgency. - ** Solution-Oriented Mindset**: A genuine drive to find effective solutions for customers and a "can-do" attitude when faced with challenges. - ** Process-Oriented & Detail-Minded**: Strong ability to follow established procedures accurately and a keen eye for detail in all interactions. - ** Adaptability & Proactiveness**: Eagerness to learn new processes, adapt to changes, and proactively seek ways to improve workflows. - ** Team Player**: Excellent interpersonal skills and the ability to build strong working relationships with colleagues across different departments. Veho is a growth company that looks for team members to grow with it. Veho offers a generous ownership package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Veho employee shares one galvanizing mission: to revolutionize the world of package delivery by creating exceptional experiences for customers and drivers. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in people. We are committed to creating a diverse team and an environment that provides everyone with the opportunity to do the work of their lifetime. Veho is unable to provide sponsorship at this time. Veho is committed to nurturing, cultivating and preserving a diverse and inclusive work environment. Empathy and respect for each other is core to our values and a central part of working here every day.