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 DoProvide phone, email, and text-based support to Roadie customers, partners, users, and other community membersAddress all customer concerns politely, using active listening skills to understand and confirm the informationBalance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experienceProactively monitor in-progress deliveries and take corrective action when necessaryManage non-standard delivery situations with professionalism, empathy, and urgencyEffectively use Salesforce and other internal tools to accurate log interactions and solve issuesCollaborate with team members from various Roadie departments to ensure seamless delivery experience What You Bring1+ year customer service experience, optimally with a technology or logistics companyStrong written and verbal communication skills, with the ability to interact and connect with many types of personalitiesAble to quickly and efficiently problem solve and troubleshootComfortable with a fast-paced environment and changing requirementsAbility to receive and implement feedback to continuously improve quality of support provided to customers Proactive and able to comfortably navigate through uncertainty and ambiguityMust have the ability to work a schedule comprised of non-standard hours, including evenings and weekendsExperience with Salesforce, a plus! Why Roadie? Competitive compensation packages 100% covered health insurance premiums for yourself401k with company matchTuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) Generous PTO Monthly 3-day weekendsMonthly WFH stipend The technology you need to get the job doneOriginally posted on Himalayas

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