Operations Process Specialist, Extend
$60k
+ Stock options available
Warranty and protection plan services
Job no longer available
Warranty and protection plan services
201-500 employees
Job no longer available
$60k
+ Stock options available
201-500 employees
Company mission
To revive an industry that's been starved of modernity and change for too long.
Role
Who you are
- 5+ years of experience in operations, or project management with interest in working cross functionally to enabling sales teams
- Continuous improvement mindset, with a ‘roll up your sleeves’ mentality
- Possesses long-term strategic and detailed oriented thinking
- Desires to work cross functionally across the organization while fostering strong relationships
- Team oriented, “win together” mindset
- Strong written and verbal communication, with strong organizational skills
- Confident and experienced in analyzing processes and data to improve efficiencies and customer experience, in a fast paced environment
- Self-led, motivated individual who works independently and on team projects
- Experience in reporting platforms and Google Suite programs
What the job involves
- Create, present, modify and maintain service and claim enablement materials for new and existing Merchants
- Work cross functionally across the organization, synthesizing requests from all areas of the company to understand the broader impacts on Customer Care Agents, Consumers, and our technology
- Partner with leadership to define and adhere to service requirement guidelines, while partnering with Sales and Account Management teams to create solutions to meet Merchant needs while ensuring efficient service processes for Extend
- Support new and incumbent Merchant change service requests
- Leverage relationships with our Product (Technology) team, creating priorities for support requests
- Hold key role of implementing technology enhancements, aiding on the intake and fulfillment of claims, improving the customer experience and adding value to our Merchant partners
- Maintain and recruit new service partners to build network capacity and capabilities to ensure the organization is supported and redundant
- Partner with our Data and Analytics team to analyze trends in claims, translating these to create best in class practices and to improve customer experience
Our take
Extend allows online and offline merchants to offer product warranties and protection plans at the point of sale. It aims to provide a comprehensive and centralized warranty system where before there was not one. The company also provides customers themselves with a fast support experience, where 95% of claims are resolved in just 90 seconds.
Its API based platform is integrated into the likes of Shopify, Magento, Salesforce Commerce Cloud and BigCommerce, and can also be integrated into private client-owned e-commerce platforms. This ease of use is what makes Extend so appealing for clients.
On top of this, its seen good funding thats fuelled business growth and geographical expansion. It’s interesting to note that PayPal Ventures and SoftBank are two of their main backers, as this indicates that payment giants see the value of these point of sale transactions. And in 2022, it was named a certified partner of Shopify and reached an important milestone in becoming a full-service company, taking it one step closer to its vision of becoming the "AppleCare for everything".
Steph
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$260m
SERIES C
Oct 2020
$40m
SERIES B
Total funding: $316.4m
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Woodrow Levin
(Founder & CEO)Woodrow started his career by founding InStadium in 2000, where he spent 7 years before also founding Riverbank Capital and BringIt. After further roles at DocuSign and DraftKings, he founded Extend in February 2019, serving since then as CEO.
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