Customer Support Specialist

Summary

Join Roadie, a UPS company, as a Customer Support Specialist and be the first point of contact for our community. You will provide phone, email, and text-based support, addressing customer concerns with active listening and efficient problem-solving. This role requires strong communication skills, experience in customer service (ideally in technology or logistics), and the ability to work a flexible schedule including evenings and weekends. You will utilize Salesforce and other internal tools to manage deliveries and collaborate with various departments. Roadie offers competitive compensation, comprehensive health insurance, 401k matching, tuition assistance, generous PTO, monthly 3-day weekends, a work-from-home stipend, and the necessary technology.

Requirements

• 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

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

Preferred Qualifications

Experience with Salesforce

Benefits

• 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