Customer Support Specialist

Customer Support Specialist

REMOTE

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 accurately log interactions and solve issues
• Collaborate with team members from various Roadie departments to ensure a 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 the 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
• Generous PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• The technology you need to get the job done

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Our next hiring class for this role will start on August 25th with mandatory training for the first four weeks. Are you available to start on August 25th and attend all of training? *

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This Remote Job is Worth Applying For

If you are looking to join a dynamic team in the logistics and delivery industry, Roadie offers a unique opportunity to make a difference. With a focus on customer support and innovative solutions, this role as a Customer Support Specialist can be both rewarding and challenging. Apply now to be part of a company that values its employees and strives for excellence in all aspects of the business.