Operations Support Specialist

We are looking for a driven Operations Support Specialist to join our expanding team!

At Volumental, we're passionate about creating great digital shoe shopping experiences using 3D scanning and AI recommendation technology. Our technology is currently a core part of the shoe shopping experience in 1800 stores across 40 countries.

Being core to our customers’ in-store sales processes means support when things don’t go to plan is especially important to maintaining a great user experience. We firmly believe that focusing on building a great product and supporting our customers is what will continue to ensure our uniquely and consistently positive customer interactions.

And that's just the start - we're on a mission to help 500 million people find perfect fitting footwear by 2025.

We provide a workplace that empowers people to grow quickly in their roles with freedom and responsibility. At Volumental you’ll be an ambassador for Support, and you can’t wait to work with a diverse group of colleagues! We’re a young and supportive company with a friendly and talented team of 45 people, currently comprising over 20 nationalities.

What you will do:

Be the support hero that store clerks and other customer personnel can turn to when trouble is afoot! Being a support hero can include connecting with customers through email and phone, supporting them through online software tools or sending spare parts as needed.
Empower customers to self help by creating support articles and FAQ’s: https://volumental.zendesk.com... (https://volumental.zendesk.com/hc/en-us)
Passionately contribute to pursuing a scalable world-class support function by generating support metrics, finding world class support tools, and generating exceptional processes.
Team up and build close relationships with quality assurance, customer success, sales, and developers to ensure support and product reliability stays front and centre at all levels of the organization.
Be the ground level expert that knows all the ins and outs of our products and isn’t afraid to make basic hardware repairs or to connect to our products remotely for troubleshooting (we’ll teach you how)!
Ensure we minimize hardware downtime by making sure our customers have the spare parts they need whilst maintaining our own inventory. Help with logistics, including the sending of spare parts and 3D scanners.


We are excited about you because:

You are passionate about service and recognize that amazing support is key to ensuring happy, loyal customers!
You have a positive attitude, empathetic, and high energy.
You are adaptable and take initiative. You come with new ideas and approaches for solving problems scalably and are not afraid to share them!
You’re a natural communicator, keenly aware that you’re the voice of Volumental in the mind of the store clerk.
You’re a collaborative team member with low prestige, willing to jump in wherever needed.
You’re curious and open-minded just like everybody else at Volumental, and when somebody suggests a new approach, you’re eager to understand more and test, evaluate, and iterate to see if it works.
You’re fluent in English.


Bonus! (Don’t let these stop you from applying, but if they fit you - please let us know!)

You have lived to tell the tale of a rapidly scaling startup.
You’ve worked in footwear retail.
You’re able to do some basic coding.