Roadie

Customer Support Specialist

Remote

Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Logistics, Delivery Platform, BiotechnologyIndustries

Customer Support Specialist

Employment Type: Full-time Location Type: Not Specified Salary: Not Specified

Position Overview

Roadie, a UPS company, is a leading logistics and delivery platform renowned for its extensive reach and flexible solutions. We empower businesses to navigate modern retail complexities with unmatched delivery coverage, flexibility, and visibility, serving 97% of U.S. households across over 30,000 zip codes. Our network of more than 310,000 independent drivers nationwide enables us to offer seamless, scalable solutions for same-day delivery, big and bulky items, ship-from-store, and DC-to-door deliveries.

Our Support team is the primary point of contact for the Roadie community. We are seeking a Customer Support Specialist with excellent communication and problem-solving skills, and a strong customer-first mentality. In this role, you will be an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a positive user experience. Customer Support Specialists work full-time on a 4-day workweek schedule, which may include non-traditional hours such as evenings, weekends, and holidays.

Responsibilities

  • Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members.
  • Address all customer concerns politely, utilizing active listening skills to understand and confirm information.
  • Balance efficiency and speed in addressing questions or issues while ensuring a high-quality customer experience.
  • Proactively monitor in-progress deliveries and take corrective action when necessary.
  • Manage non-standard delivery situations with professionalism, empathy, and urgency.
  • Effectively use Salesforce and other internal tools to accurately log interactions and solve issues.
  • Collaborate with team members from various Roadie departments to ensure a seamless delivery experience.

Requirements

  • 1+ year of customer service experience, ideally with a technology or logistics company.
  • Strong written and verbal communication skills, with the ability to interact and connect with diverse personalities.
  • Ability to quickly and efficiently problem-solve and troubleshoot.
  • Comfortable working in a fast-paced environment with changing requirements.
  • Ability to receive and implement feedback to continuously improve the quality of support provided to customers.
  • Proactive and able to comfortably navigate through uncertainty and ambiguity.
  • Must be able to work a schedule comprised of non-traditional hours, including evenings and weekends.
  • Experience with Salesforce is a plus.

Why Roadie?

  • Competitive compensation packages.
  • 100% covered health insurance premiums for yourself.
  • 401k with company match.
  • Tuition and student loan repayment assistance (Roadie contributes directly to your existing student loans!).
  • Generous PTO.
  • Monthly 3-day weekends.
  • Monthly WFH stipend.
  • The technology needed to get the job done.

Skills

Customer Support
Communication
Problem-Solving
Salesforce
Logistics
Active Listening
Mobile Applications
Web Applications

Roadie

Crowdsourced same-day delivery logistics platform

About Roadie

Roadie provides a crowdsourced delivery platform that connects everyday drivers with individuals and businesses needing same-day delivery services across the United States. The platform operates on an "on-the-way" delivery model, allowing drivers to pick up and deliver packages along their existing travel routes. This approach not only speeds up delivery times but also makes efficient use of transportation resources, reducing the need for additional delivery vehicles and minimizing environmental impact. Roadie serves a diverse clientele, including small businesses and large enterprises, and offers various delivery solutions such as home delivery and express air delivery. With a network of drivers covering over 20,000 zip codes, Roadie is the largest local same-day delivery provider in the country. The company's goal is to create a more connected and efficient delivery system by transforming everyday travel into a public transportation grid.

Atlanta, GeorgiaHeadquarters
2014Year Founded
$83.7MTotal Funding
SERIES_CCompany Stage
Automotive & Transportation, Consumer GoodsIndustries
201-500Employees

Benefits

Health Insurance
401(k) Company Match
401(k) Retirement Plan
Flexible Work Hours
Unlimited Paid Time Off
Home Office Stipend
Paid Sabbatical Leave

Risks

Alleged gig worker protection violations in Seattle could harm Roadie's reputation.
Increased competition from same-day delivery services may pressure Roadie's market position.
Logistical challenges with RoadieXD(TM) may require significant investment for seamless operations.

Differentiation

Roadie leverages unused capacity in passenger vehicles for efficient delivery.
Roadie's extensive driver network covers over 20,000 zip codes in the U.S.
Roadie offers a unique 'on-the-way' delivery model reducing environmental impact.

Upsides

Partnerships with Spirit Halloween and Parts Town expand Roadie's market reach.
RoadieXD(TM) and Roadie Direct™ enhance service offerings for oversized and warehouse deliveries.
80% of companies report increased revenue with Roadie's same-day delivery services.

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