Customer Quality Specialist, Shiftsmart
$60-80k
+ Offers Equity
Up to ~25% travel required.
3+ days a week in office
Platform for blue collar workers
Open for applications
Platform for blue collar workers
1001+ employees
Open for applications
$60-80k
+ Offers Equity
Up to ~25% travel required.
3+ days a week in office
1001+ employees
Company mission
Shiftsmart are on a mission to build the world’s leading platform for blue collar workers and transform the way that work, works.
Role
Who you are
- Self-starter: You are a recent graduate to 2+ years of experience with the potential, motivation and ambition to grow and thrive in a fast-paced environment
- Results driven: Takes pride in and has a track record of hitting or exceeding targets; persists in accomplishing objectives despite obstacles or setbacks. Success will be measured against the % of regions where we are delivering the target number of high-reliability partners. You will be provided the tools and reporting to manage to this outcome
- Problem solver: You thrive working through and solving problems, quickly learn and adapt to new situations, and can synthesize the abstract into the concrete
- Highly organized: You plan, organize and execute in a highly structured way and relish bringing formality to ambiguity, ruthlessly prioritize, and feel organization is second nature to you
- Independent: Able to function with a high-level of autonomy once given a playbook
What the job involves
- The mission of the quality specialist is to help us successfully deliver high-quality fulfillment for newly launched customers
- The early stages of a deal launch are the most critical in ability to prove quality and execution for our customers
- The quality specialist will be responsible for ensuring we deliver on this promise for specific regions across customers
- This role is based in New York City (HQ) with typically 3+ days in office and up to ~25% travel required
- Monitor, triage, and track daily quality and customer support requests, taking action where possible and escalating when required
- Attend weekly market meetings with other members of the customer team to understand customer feedback and use it as an input into performance or quality improvement plans
- Use tools like Google Sheets, SQL, and additional resources to gather and analyze data to develop insights and inform decisions
- Execute a combination of scaled tactics such as calling partners, SMS campaigns, etc. if markets fall below expected performance metrics
- Deliver ad-hoc coaching & shift monitoring on new market launches and mature markets to ensure ongoing, high-quality performance
Our take
Labor force participation is at an all-time low in the United States, and companies across the board are struggling to combat the shortfall. Shiftsmart’s solution is a dynamic labor marketplace, matching workers on their platform to temporary gigs, and helping companies fill gaps without committing to, or having to attract, full-time talent.
Shiftsmart’s network of over 1.2 million workers serves big-name enterprises like Google, HP, Apple, and Levi’s, and is part of a growing industry of staffing solutions for hourly workers that have been seeing big VC investments over recent years. Driven by the gig economy becoming more normalized and demand for flexible hours increasing, Shiftsmart saw its revenue increase by nearly 400%, and they put this success down to a competitively unique business model that sees more control being put in the hands of workers and employers alike. They have now done work in over 57 countries, and are operating tens of thousands of shifts each week.
Some user feedback suggests the company still has some kinks to iron out on their platform, with multiple complaints about delayed or missing payments. But with thousands of successful, efficient job placements found over the last few years, Shiftsmart are making strides in an area that looks set to remain in high demand.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
44% employee growth in 12 months
Company
Employee endorsements
Challenging work
"No two projects are the same! The problem we are attacking is both ambitious and complex, which means that we are constantly coming up with new..."
Company benefits
- Heathcare
- Dental
- Vision
- 401(k)
Company values
- Execution Is Binary - We #GetShiftDone. We take immense pride in both the quality of our work and our relentless determination to deliver on our commitments. If we say we are going to do something, we do it. We own the outcome with an unstoppable mindset through the finish line and are impatient to move the ball forward. This means we work really hard, execute with urgency, and ruthlessly challenge timelines for anything important. As a result, we do not defer responsibility to other teams or individuals. Instead, we take the problem as far as we can and only when needed ask others for help. Each time a crisis or opportunity emerges we take the hill as one team, because we are allergic to the words “it can’t be done”.
- Missionaries, Not Mercenaries - We before me. We believe in our mission to build a better world for workers. We understand why our work matters and take seriously how it impacts our customers and our partners. This belief permeates everything we do from the strategic to the mundane. We are energetic, ambitious, and want to win. We constantly raise the standards for ourselves and everyone around us. We show up for our customers, our partners, and most importantly our teammates, and make every effort to build lasting relationships with each of them. We do not measure success based on our titles or the size of our empires. This also means we put the needs of the business before the details of our job descriptions. Rather than fight for a bigger piece of the pie, we fight to grow the entire thing and recognize this is how to grow our careers too.
- Inputs > Outcomes - We work really hard. Fundamentally changing how labor works is not easy. It often requires long days, late nights, and weekends to deliver on our commitments. We lean into this challenge. We focus on the process. We think in terms of value chains and appreciate that a bad process with a good outcome is simply dumb luck. We lead with data. We use facts, not fiction, to build narratives and make decisions. To do this we prepare written memos in advance and resist the urge to engage in endless water cooler what ifs, because we value the time and attention of our teammates. We hire and develop the best. When we decide to hire a new team member, we do so because we believe they will increase the talent density on our team. We view ourselves as leverage maximizers rather than inconvenience reducers and strive to increase the output of everyone we interact with.
- Honesty Over Harmony - We share the truth even when it is painful. We do not, however, share the truth callously to hurt people’s feelings or make them look bad. We also assume positive intent. If someone is not delivering in a way that we need, we ask them and tell them before assuming the worst. We embrace mutual feedback. As people leaders we care more about our team’s growth and success than how much others like us. As individuals we seek, accept, and apply feedback. We do not give or take feedback personally because we understand it enables us to learn and grow. We tell the truth to ourselves. We reject a pollyannaish view of our world. Instead if something isn’t going well that we are responsible for, we call it out. And when someone calls out their own truth that may be less optimal, we don’t punish them for it. We have the meeting in the meeting. If something is broken or we disagree, we call it out and say something in the moment even if it feels uncomfortable to do so. This means that if something is broken, we do not just accept it and complain later.
- Invent & Iterate - We are inventors @ heart. We categorically reject the phrase “that is how it’s always been done”, and constantly discover new and better ways to do more with less. This means we are resourceful and often do things that don’t scale, only to create ways to scale them later. We’re builders. We think BIG. At every level of the company, we embrace big, hairy, audacious, and transformative goals. We fear lack of progress and incremental thinking more than failing to deliver or falling short of an audacious goal. We believe courage means to try without fear and learn without ego. We do not let perfect get in the way of better. When faced with the choice we prioritize delivering something, even if imperfect, over endless debate and alignment. We embrace good mistakes.
Company HQ
World Trade Center, New York, NY
Articles
Leadership
Aakash Kumar
(CEO & Founder)Forbes 30 Under 30. Previously founded Searchlight Ventures during college. Worked as a Consultant @ Booz & Co and later as Cloud Business Operations & Strategy Lead @ Google.
Pavan Patel
(CTO)Forbes 30 Under 30. Previously Software Engineer @ Simply Hired and former teacher @ Teach For America.
People progressing
After stints in consulting and Uber, Kiko joined us in BizOps and worked on a number of meaningful projects before taking on the GM role for our largest vertical on the marketplace. In 2023, Kiko was promoted to Director of Retail & Hospitality Operations.
Salary benchmarks
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