Hybrid Shop Specialist

We are seeking a highly organized and customer-oriented Shop Specialist to join our collaborative team. The successful candidate will work closely with the Shop Program Managers and work with teams across internal organizations and our agency partners to provide proactive support for customers and employees. The candidate will drive external and internal customer facing interactions (virtual and in-person) and ensure alignment to purchasing and production timelines with our vendors and procurement teams. They will be responsible for day-to-day operations and driving impactful process enhancements to continually improve customer experiences. The ideal candidate is resourceful, detail-oriented, and works with a sense of urgency. They excel at tracking follow-ups, documenting processes, and improving workflows. This person values building strong relationships with colleagues and enjoys contributing positively to the team dynamic.

This is a key role and one that will have a large impact on our customers and internal employee community. This role is hybrid, requiring a minimum of 2 days per week in our San Francisco office and will require coordination of physical inventory stock and the ability to lift up to 35lbs. Opportunities for special projects as we grow and scale our team may be available.

● Day to day management of internal customer (Hubber) requests and inquiries, providing efficient, effective resolutions and ensuring positive experiences.
● Work with our distribution agency team to coordinate and resolve customer order issues, inquiries, and follow-ups
● Work directly with stakeholders to understand custom Shop requests, gather requirements, define objectives, plan resources, and develop a clear and actionable project plan to drive successful fulfillment of requirements.
● Contribute to day-to-day program maintenance, including status reports and updates, program calendars, GitHub repo and issue management, notes distribution, and meeting action items.
● Maintain program documentation including playbooks, style guides, tooling guides, templates. and release checklists - proactively identify process gaps and implement process improvements.
● Research purchase order discrepancies to identify root causes and develop action items to resolve with impacted stakeholders
● Assist in the planning and coordination of Shop IRL experiences at marquee events.
● Manage storage and maintenance of a limited inventory selection at our San Francisco office, ensuring the Shop space is set-up for special programs and events.
• Intake and triage orders from internal employees and placing orders within 48 hours (within our SLA) and keeping order requestors updated on the progress of their order, shipping, and delivery.
• Maintaining reports with order information to provide to Shop Manager and extended team and leadership.
• Support vendor customer service efforts for GitHub Shop's e-commerce website.
• Support internal customer service inquiries from employees via slack channel.
• Managing and keeping branded merchandise inventory organized at the San Francisco office.
• Triage swag orders in person at the San Francisco office.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

● 2+ years of experience creating and executing process improvement strategies in corporate environments.
● 2+ years of strong customer service orientation with a commitment to stakeholder satisfaction.
● A strategic, proactive self-starter with strong problem-solving skills.
● Customer obsessed. Constantly seeks out feedback and measures results to refine processes and improve the quality of output
● Growth mindset. Always learning something new and thrives on new challenges.
● Professional, patient, and collaborative with a positive attitude and sense of humor
● Strong attention to detail and ability to manage multiple projects simultaneously
● Excellent written and verbal communication skills.
● Experience working with distributed (remote) teams and remote office tooling (Microsoft 365, Slack, etc.) and optimizing for asynchronous work and communications
● Experience partnering with external customers, clients, and agencies to coordinate and track project work
● Demonstrated capacity to identify risks and blockers, proposing solutions and following through to meet project timelines
● Track record for being organized and detail-oriented with a demonstrated ability to self-motivate and follow-through on projects
● Ability to work effectively in a fast paced, high energy, team-oriented environment
● Ability to multitask, prioritize, and perform effectively under pressure
● Physical capability to lift up to 35lbs and manage physical inventory.

● Familiarity with Shopify
● Familiarity with purchasing/procurement software (Coupa, Ironclad, or similar)
● Familiarity with GitHub
● Retail customer service experience is a plus

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.