Customer Support Specialist

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U.S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. 

 

With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. 

 

Our Support team operates as the first point of contact for the Roadie community. We’re looking for a Customer Support Specialist who brings excellent communication and problem-solving skills, and operates with a customer-first mentality. In this role you’ll act as an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a great experience for our users. Customer Support Specialists work full time on a 4-day workweek schedule that may include nontraditional hours such as evenings, weekends and holidays. 

 

What You’ll Do

Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members

Address all customer concerns politely, using active listening skills to understand and confirm the information

Balance efficiency and speed in addressing questions or issues with 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 accurate log interactions and solve issues

Collaborate with team members from various Roadie departments to ensure seamless delivery experience 

What You Bring

1+ year customer service experience, optimally with a technology or logistics company

Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities

Able to quickly and efficiently problem solve and troubleshoot

Comfortable with a fast-paced environment and changing requirements

Ability to receive and implement feedback to continuously improve quality of support provided to customers  

Proactive and able to comfortably navigate through uncertainty and ambiguity

Must have the ability to work a schedule comprised of non-standard hours, including evenings and weekends

Experience with Salesforce, a plus! 

Why Roadie? 

 

Competitive compensation packages 

100% covered health insurance premiums for yourself

401k with company match

Tuition and student loan repayment assistance (that’s right – Roadie will contribute directly to your existing student loans!) 

Generous PTO 

Monthly 3-day weekends

Monthly WFH stipend 

The technology you need to get the job done