Supervisor, Customer Delight & Recovery (Bogotá)

Supervisor, Customer Delight & Recovery Hybrid, Bogotá, Colombia Live Operations | In office | Full-time The Opportunity In the world of last-mile delivery, things don’t always go as planned. A missed delivery, a damaged package, a late arrival – these moments can break trust with the customers and brands we serve. But we’ve seen that when a problem is resolved with genuine care, speed, and a personal touch, something remarkable happens: customers don’t just forgive, they become advocates. This role exists to turn everyday interactions and service recoveries into stories people share for years. The Role As Supervisor, Customer Delight & Recovery, you’ll be the founding architect of Veho’s surprise-and-delight and customer recovery program, designing the strategy, playbooks, and operational infrastructure from the ground up. You’ll own the full spectrum: from high-empathy escalation resolution to proactive “wow” moments that make customers feel genuinely seen and valued. This is a builder’s role. You’ll start as a high-impact individual contributor, standing up the program and proving its value. As the program matures, you’ll grow into the leader who hires and manages the team you helped design it for. What You’ll Do
- Build the Customer Delight & Recovery Program: Design and launch Veho’s surprise-and-delight and customer recovery strategy, including escalation playbooks, resolution frameworks, and personalized “wow” moment protocols that go far beyond a standard refund.
- Own the Escalation Experience: Serve as the escalation point for high-priority delivery failures. Resolve issues with urgency, empathy, and creativity in ways that leave customers genuinely impressed and eager to share their experience.
- Create Shareable Moments: Develop programs that surprise customers with unexpected, personal gestures (handwritten notes, personalized gifts, proactive outreach) turning routine interactions into stories that build organic brand advocacy.
- Drive Cross-Functional Alignment: Partner with Customer Support, Operations, Product, and Brand teams to embed the recovery and delight program into Veho’s broader operations and culture.
- Measure What Matters: Define and track KPIs for the program including customer sentiment and organic advocacy and translate findings into continuous improvements.
- Surface Root Causes: Work with Ops and Product teams to identify patterns behind delivery failures and advocate for upstream fixes that reduce the need for recovery in the first place.
- Build for Scale: Document SOPs, recovery playbooks, delight protocols and training materials that set the foundation for a future team. Build apps and solutions yourself using AI.
- Grow Into Leadership: As the program scales, hire and lead the team responsible for running it day-to-day.
- Special Projects: Support senior leadership on additional customer experience or operations initiatives based on evolving business needs. What You Bring
- Experience: 3–5 years in operations, customer experience, or a related field with at least 1–2 years in a senior or team lead capacity. Background in last-mile delivery, e-commerce, marketplace operations, or gig‑economy platforms is a strong plus.
- Builder Mentality: Proven experience creating a program or process from scratch, not just inheriting and maintaining one. You’re comfortable with ambiguity and motivated by the chance to build something that didn’t exist before.
- Customer Obsession: A genuine passion for making customers feel valued, not just resolving tickets, but creating moments that matter. You understand that a well‑handled failure can build more loyalty than a flawless transaction.
- Cross-Functional Influence: Demonstrated ability to bring alignment across diverse teams and drive shared outcomes without direct authority.
- Analytical Rigor: Comfortable working with operational data, building reporting frameworks, and translating findings into clear, prioritized recommendations.
- Communication: Exceptional written and verbal communication skills; able to tailor messaging for customers, cross‑functional partners, and senior leadership alike.
- Technical Toolkit: Proficiency with CRM, operations, or data tools (e.g., Salesforce, Zendesk, Looker, Metabase, or similar).
- AI Mindset: A proactive interest in leveraging AI and automation tools to personalize recovery and delight at scale and reduce manual work. (Veho is unable to provide sponsorship at this time.) All California applicants please reference our California Applicant Privacy Notice located here. By applying you agree to Gem's terms and privacy policy. #J-18808-Ljbffr Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b57mh