Supervisor, Customer Delight & Recovery

Veho

Veho

People & HR, Operations, Customer Service

Bogotá, Bogota, Colombia

Posted on May 20, 2026
Apply now
Supervisor, Customer Delight & Recovery
Hybrid, Bogotá, Colombia
Live Operations
In office
Full-time

About Veho

Veho’s mission is to power the future of commerce by making shopping, shipping and returns seamless for everyone.
We are building a modern, end-to-end logistics infrastructure designed entirely for the ever-evolving needs of ecommerce brands and everyday consumers.
Powered by next-generation technology and a vertically integrated supply chain, Veho gives brands and their customers unprecedented control over their deliveries and removes the pain from the ecommerce post-purchase experience. We make delivery the ‘extension of the brand’ and leverage it to create deeper loyalty and trust between brands and their customers, driving customer retention and lifetime value. Our rapidly growing client list includes leading consumer brands like Hello Fresh, Zara, Macy’s, Sephora, and more.
To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.

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 a growth company that looks for team members to grow with it. No matter the location, or the role, every Veho teammate shares one galvanizing mission: driving commerce forward with a customer-centric delivery and returns experience that’s built for the modern era. We are deeply value-driven (Team Up, Drive Impact, Take Ownership, Solve Bigger, Obsess Over Experience, Make Today Count) and care tremendously about investing in our high-performers.
Join us in building the future of ecommerce logistics and in doing the work of our lifetime!
(Veho is unable to provide sponsorship at this time.)
All California applicants please reference our California Applicant Privacy Notice located here.
Ready to apply?
Powered by
First name *
Last name *
Email *
LinkedIn URL
Phone number *
Location *
Resume *
Click to upload or drag and drop here
Do you have a family member/spouse that works or has worked at Veho?
Voluntary Self-Identification
To comply with government reporting requirements, we invite candidates to participate in the self-identification survey below. Your completion of this form is entirely optional, and your decision will neither influence the hiring process nor any subsequent stages. Any information you choose to share will be kept confidential and stored in a secure file. As outlined in our Equal Employment Opportunity policy, we uphold a commitment to non-discrimination based on any protected group status specified in applicable laws.
Gender
Race
Race and ethnicity descriptions
Voluntary Self-Identification of Veteran Status
VEVRAA requires Government contractors to take affirmative action to employ and advance in employment protected veterans. To help us measure the effectiveness of our outreach and recruitment efforts of veterans, we are asking you to tell us if you are a veteran covered by VEVRAA. If you believe that you belong to any of the following categories of protected veterans, please indicate by making the appropriate selection.
Veteran status descriptions
Disabled veteran
A veteran who served on active duty in the U.S. military and is entitled to disability compensation (or who but for the receipt of military retired pay would be entitled to disability compensation) under laws administered by the Secretary of Veterans Affairs, or was discharged or released from active duty because of a service-connected disability
Recently separated veteran
A veteran separated during the three-year period beginning on the date of the veteran's discharge or release from active duty in the U.S military, ground, naval, or air service
Active duty wartime or campaign badge veteran
A veteran who served on active duty in the U.S. military during a war, or in a campaign or expedition for which a campaign badge was authorized under the laws administered by the Department of Defense
Armed Forces service medal veteran
A veteran who, while serving on active duty in the U.S. military ground, naval, or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985 (61 Fed. Reg. 1209).
Veteran status
By applying you agree to Gem's terms and privacy policy.
Save your info to apply to other roles faster & help employers reach you.
Req ID: R743
Apply now
See more open positions at Veho