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.