Bilingual Senior Specialist (German/English)

All about the role

Ever wonder what it takes to power a network? Technology, ingenuity, grit, and a steady input of snacks. As a member of our diverse Global Operations team, you will help manage courier logistics and operational capacity for not only the Canadian market but also for international partners in this highly rewarding field.

As part of the Operations Team, you will be an integral part of the business, as you work closely with multiple teams to ensure continuous growth at SKIP.

This high-performance position is the foundation of success for our network. Members of this team are strong communicators with personalities that shine through the different channels of communication Skip uses every day.

Key Responsibilities

• Provide best-in-class stakeholder experience to couriers, customers, and restaurants.
• Responsible for meeting and exceeding personal performance KPIs to ensure we consistently deliver an exceptional stakeholder experience.
• Stay engaged, up to date, and in constant communication with the team to ensure seamless operations and alignment.
• Take ownership of escalations from couriers, customers, and restaurants—investigating complex issues, identifying root causes, and delivering timely, effective resolutions.
• Act as a point of contact for high-priority or sensitive cases, using sound judgment and discretion to resolve matters while maintaining service quality and brand reputation.
• Collaborate cross-functionally with relevant teams (e.g., logistics, support, legal) to ensure escalated issues are addressed efficiently and prevent recurrence.
• Manage health and safety-related incidents and escalations, ensuring timely resolution and escalating to local market compliance teams when appropriate.
• Review and approve financial transactions related to courier reimbursements and chargebacks, ensuring accuracy and adherence to internal policies.
• Provide feedback and insights from escalations to help improve processes, training, and stakeholder satisfaction.

Can you deliver… (required Knowledge, skills and competencies)

• Have a great attitude and are a proven self-starter
• Keep hustling and are able to work through rejection
• Thrive in a rapidly changing environment and pay close attention to detail
• Possess excellent communication, conflict resolution, and problem-solving skills
• Remain calm under pressure and demonstrate sound judgment when handling high-stakes or sensitive escalations
• Can manage multiple complex issues simultaneously while prioritizing effectively
• Are empathetic, tactful, and able to de-escalate tense situations with professionalism and care
• Use analytical thinking to identify root causes and propose long-term solutions based on escalation patterns
• Fluent in German and English, both written and verbal

Why work at SKIP?

SKIP is the kind of workplace that garnered a “Top Places to Work in Manitoba” and it was no small coincidence. We set out to make this a place our employees are proud to tell their Mothers, Fathers, friends and anyone who will listen that they work here. SKIP team members feel pride knowing their input and uniqueness are not only embraced but make an impact on a major Canadian company and its satisfied customers. As the company grows, so do you — you meet and surpass new challenges every day.

That’s just a small taste of what it’s like to work at one of Canada’s leading tech companies. If you’re hungry for opportunity, growth, and something meaningful in a dynamic, fun and challenging environment, we’d love to hear from you.

Note:

• All employees will be asked to sign a Consent for Disclosure of Personal Information in order to complete a background check. Job offers will be conditional upon results that the Company determines to be satisfactory.