Customer Support Specialist - Remote - Roadie, a UPS Company - Delivering Exceptional Experiences in Logistics and Customer Service

Join the Roadie Team: Delivering Exceptional Customer Experiences in a Fast-Paced, Remote Environment

Are you passionate about providing top-notch customer service and support in a dynamic, fast-paced environment? Do you have a knack for problem-solving and a keen eye for detail? Roadie, a UPS Company, is seeking a highly skilled Customer Support Specialist to join our team! As a key member of our Support team, you will be the first point of contact for our customers, partners, and users, providing exceptional support and ensuring a seamless delivery experience. This is a unique opportunity to work remotely and be part of a innovative company that is revolutionizing the logistics and delivery industry.

About Roadie

Roadie is a crowdsourced delivery platform that works with consumers, small businesses, and enterprises across virtually every industry to enable scheduled, same-day, and urgent delivery in passenger vehicles across the U.S. With over 200,000 drivers nationwide, Roadie reaches more than 20,000 zip codes, making it the largest local same-day delivery network in the nation. Our team operates 24/7, and we are committed to providing an exceptional customer experience.

Job Summary

As a Customer Support Specialist, you will provide phone, email, and text-based support to our customers, partners, users, and other community members. You will be an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a great experience for our users. This is a full-time, remote role with a 4-day workweek schedule that may include non-traditional hours such as evenings, weekends, and holidays.

Key Responsibilities

• Provide exceptional 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

To be successful in this role, you should have:

• A combination of sales or 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
• The ability to quickly and efficiently problem-solve and troubleshoot
• Comfortability with a fast-paced environment and changing requirements
• Proactivity and the ability to comfortably navigate through uncertainty and ambiguity
• The ability to work a schedule comprised of non-standard shifts, including evenings and weekends
• Fluency in Spanish, a plus!

Essential Skills and Competencies

To excel in this role, you should possess:

• Excellent communication and problem-solving skills
• A customer-first mentality
• The ability to work independently in a remote environment
• Strong analytical and critical thinking skills
• The ability to adapt to changing requirements and priorities

Career Growth Opportunities and Learning Benefits

At Roadie, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to:

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Generous PTO
• Monthly 3-day weekends
• Monthly stipend
• The technology you need to get the job done

Work Environment and Company Culture

At Roadie, we pride ourselves on a collaborative and dynamic work environment. As a remote team member, you will have the flexibility to work from anywhere and be part of a team that values:

• Innovation and creativity
• Customer satisfaction and experience
• Teamwork and collaboration
• Diversity and inclusion
• Professional growth and development

Compensation and Benefits

We offer a competitive compensation package that reflects your skills and experience. Our benefits include:

• Competitive salary
• Comprehensive health insurance
• Retirement savings plan with company match
• Paid time off
• Flexible work arrangements

Conclusion

If you are passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! As a Customer Support Specialist at Roadie, you will have the opportunity to work in a dynamic and fast-paced environment, provide exceptional support to our customers, and be part of a team that is revolutionizing the logistics and delivery industry. Apply now and take the first step towards a rewarding new role!

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