Customer Support Specialist
Roadie, a UPS Company, is a logistics management and crowdsourced delivery platform. Founded in 2014, Roadie offers businesses fast, flexible and asset-light logistics solutions for last-mile delivery. Roadie enables local delivery to more than 95% of U.S. households by providing access to more than 200,000 independent drivers nationwide – allowing businesses to offer their customers delivery optionality for almost any industry, from airlines to artisans.
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
About the job
Apply for this position
Customer Support Specialist
Roadie, a UPS Company, is a logistics management and crowdsourced delivery platform. Founded in 2014, Roadie offers businesses fast, flexible and asset-light logistics solutions for last-mile delivery. Roadie enables local delivery to more than 95% of U.S. households by providing access to more than 200,000 independent drivers nationwide – allowing businesses to offer their customers delivery optionality for almost any industry, from airlines to artisans.
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