Customer Support Specialist

extra parental leave - fully flexible
Remote: 
Full Remote
Contract: 
Work from: 

Offer summary

Qualifications:

1+ year of customer service experience, preferably in technology or logistics., Strong written and verbal communication skills to connect with diverse personalities., Ability to problem-solve quickly and efficiently in a fast-paced environment., Familiarity with Salesforce is a plus..

Key responsibilities:

  • Provide phone, email, and text-based support to customers and partners.
  • Address customer concerns with active listening and professionalism.
  • Monitor in-progress deliveries and take corrective actions as needed.
  • Collaborate with team members across departments to ensure a seamless delivery experience.

Roadie logo
Roadie Information Technology & Services Scaleup https://www.roadie.com/
201 - 500 Employees
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Job description

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

Required profile

Experience

Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Customer Service
  • Communication
  • Problem Solving
  • Active Listening
  • Time Management
  • Troubleshooting (Problem Solving)
  • Empathy
  • Adaptability
  • Proactivity

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