Supervisor, Customer Delight & Recovery (Logistics)

TL;DR

Supervisor, Customer Delight & Recovery (Logistics): Designing and launching a surprise-and-delight and customer recovery strategy to turn delivery failures into brand advocacy with an accent on escalation resolution and personalized customer experiences. Focus on building operational infrastructure from scratch, optimizing root causes of delivery failures, and leveraging AI for scalability.

Location: Hybrid, Bogotá, Colombia

Company

hirify.global is building a modern, end-to-end logistics infrastructure designed for the ever-evolving needs of ecommerce brands and consumers.

What you will do

• Design and launch the surprise-and-delight and customer recovery strategy, including escalation playbooks and resolution frameworks.
• Serve as the primary escalation point for high-priority delivery failures, resolving issues with empathy and creativity.
• Develop personalized "wow" programs, such as handwritten notes and proactive outreach, to drive organic brand advocacy.
• Partner with Customer Support, Operations, Product, and Brand teams to embed recovery protocols into the company culture.
• Define and track KPIs for customer sentiment and organic advocacy to drive continuous improvement.
• Analyze delivery failure patterns to advocate for upstream fixes with Ops and Product teams.

Requirements

• 3–5 years of experience in operations or customer experience, with 1–2 years in a senior or team lead capacity.
• Proven experience building programs or processes from scratch in an ambiguous environment.
• Proficiency with CRM and data tools such as Salesforce, Zendesk, Looker, or Metabase.
• Strong analytical rigor and the ability to translate data into prioritized recommendations.
• Must be based in Bogotá, Colombia.
• Unable to provide sponsorship.

Nice to have

• Background in last-mile delivery, e-commerce, marketplace operations, or gig-economy platforms.
• Proactive interest in using AI and automation tools to scale personalized customer recovery.

Culture & Benefits

• Merit-based culture that rewards high performance and impact.
• Generous equity and significant career growth opportunities.
• Value-driven environment focusing on ownership, impact, and customer obsession.