Service Delivery Manager (Hybrid Role - WFH/Office)

Sydney /
Support /
/ Hybrid
A little about us:
Shippit is Australia’s best connected shipping software. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner: deliveries made through our platform are already 100% Carbon Neutral. Proudly Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention. Our recent Series B2 cap raise of $65m has added to our ability grow and solve some chunky problems.

Watch this - What we do

The role & the team:
A unique opportunity has arisen to join Shippit as we move to our next stage of growth. We are looking for a customer-obsessed individual with a high level of technical product understanding who can provide exceptionally dedicated support to our enterprise customer segment. We are looking for individuals to work closely with these customers in realising their growth ambitions through their use of Shippit. 

Working closely with our Customer Support team and Account Management team, you will be responsible for driving day-to-day success for our key clients. This will entail building a deep understanding of their technical implementation, supply chain and logistics needs and working closely with our Account Management team to support growth requirements. You will work onsite with key clients as required building relationships with stakeholders involved in the use of Shippit day to day.

Responsibilities range from ensuring clients are able to use the Shippit product effectively, task coordination across various ongoing projects, and providing in-person support. Identifying training needs, and uncovering opportunities for upselling and cross-selling. You will monitor KPI trends, look at patterns of use of the product and be responsible for providing a daily conduit into Shippit for these key customers.

Our ideal Shippster:
We pride ourselves on having a team of good humans with great knowledge, and a hunger to learn.
For this role you will need to have:

* Experience in providing exceptional service delivery support to customers.
* Ability to translate complex customer requirements into actionable outcomes.
* Be data-driven and able to intuitively understand insights from complex data sets.
* Experienced with producing and presenting high-quality reports.
* Have experience in or closely related to customer experience, success or support.
* Experience in e-commerce and logistics is highly advantageous.
* Exceptional interpersonal skills and the ability to work cross-functionally and collaboratively.
* Provide professional and technical advice, focusing on improving the effectiveness and efficiency of Shippit services.
* Monitor platform and delivery metrics, develop and produce reports for the function, make recommendations take a data-driven approach

Life at Shippit:
We have so much to offer at Shippit, it’s almost too hard to list it all in a job ad, so here is a snippet of what our people tell us they love:
* CBD office location - state-of-the-art office with all the facilities/ tools you need to get the job done
* Hybrid/ Flexible working - choose whether you want to come into the office or work from home 
* Our business is yours - be rewarded with a generous Employee Share Option Plan 
* Get fit - we contribute to your gym membership
* Enrich your life - travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year
* Let’s grow together - ongoing professional and personal development opportunities provided 
* We love to eat - let us treat you to a delicious lunch once a week, we’re talking trimmings and all. Oh and our pantry and fridges are fully stocked for your convenience 
* Family Friendly - we promote a sustainable balance in one's identity as a Shippster AND a parent – so enjoy an improved parental leave policy
* Wellbeing & Mental Health - all newbies start on Wednesday for a shorter first week, allowing time to reflect and rest

Feel valuable:
You’ll be joining a high-performance culture at Shippit, where everyone can make a difference.  We’re on a mission that needs the right humans to help make ship happen!

The team behind Shippit come from diverse backgrounds, but all embody the core values that make our business unique. Our mantra is to make ship happen, every single day.

We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #9 in Linkedin’s Hottest Startups to work at in 2021. It doesn’t stop there, we have a whole bunch of accolades we earnt over the years which we are super proud of. 

Watch this - Culture at Shippit

Our recruitment process - we don’t like to complicate things:
1. Phone screening - nice and simple to start, let’s get to know each other. 
2. Hiring Manager Interview - impress your potential new Manager.
3. Technical/ Functional Interview - let your skills do the talking.
4. Values Interview - have you got what it takes to be a Shippster?

We are in this together:
Shippit promotes and supports a diverse workforce at all levels of the company. It is our belief that creating a work environment that enables us to attract, retain, and fully engage diverse talent leads to enhanced innovation and creativity in our products and services. We foster a culture of inclusion at Shippit and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage everyone to apply and please reach out if you require any accommodations or assistance along the way.

Get in touch:
In a forever-changing automated world, we’re still human at Shippit and we love to chat, so if you have any questions or would like to have a confidential discussion, please contact Adam Cox on 0451 652451
We are a 2023 Circle Back Initiative Employer – we commit to responding to every applicant.