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 expertise in our mobile and web-based tools to ensure successful logistics and a positive user experience. The position is full-time with a 4-day workweek, potentially including evenings, weekends, and holidays. You will collaborate with various Roadie departments and utilize Salesforce to manage interactions and resolve issues. As a Customer Support Specialist, you will proactively monitor deliveries and take corrective action when necessary, handling non-standard situations with professionalism and urgency.

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, a plus!

Benefits

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!)
• Generous PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• The technology you need to get the job done