Note: The job is a remote job and is open to candidates in USA. Roadie, a UPS company and logistics and delivery platform, is seeking a Customer Support Specialist to serve as a frontline contact for its community. The role provides phone, email, and text-based support, resolves customer issues, monitors deliveries, manages non-standard situations, and collaborates across departments using Salesforce and other internal tools.
Responsibilities
- 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
Skills
- 2+ 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
- This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S
- Experience with Salesforce, a plus!
Benefits
- 100% company-paid health insurance for yourself
- 401(k) with company match
- Tuition and student loan repayment assistance, including direct contributions to student loans
- Remote-first environment
- Generous PTO
- Inclusive family leave policy that supports all new parents
- Paid Wellness Days in addition to Company holidays
- Monthly WFH stipend
- Paid sabbatical leave for tenured Roadies
- The technology you need to get the job done
Company Overview