CUSTOMER SUPPORT SPECIALIST

Customer Support Specialist

at Roadie Atlanta, GA REMOTE Roadie is a crowdsourced delivery service that connects businesses with items to deliver with drivers already on the road.

Roadie works with businesses across virtually every industry to provide a faster, cheaper, and more scalable solution for same-day deliveries nationwide.

Roadie reaches 90% of U.S. households the largest local same-day delivery footprint in the nation.

Our Support team operates as the first point of contact for the Roadie community. Were looking for a Customer Support Specialist who brings excellent communication and problem-solving skills, and operates with a customer-first mentality.

In this role youll 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.

This team operates 24 hours / 7 days per week. Customer Support Specialists work a 4-day workweek schedule that may include nontraditional hours such as evenings, weekends and holidays.

What Youll Be Doing

• 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 Zendesk and other internal tools to accurate log interactions and solve issues
• Collaborate with team members from various Roadie departments to ensure seamless delivery experience

What You Bring

• 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
• Able to quickly and efficiently problem solve and troubleshoot
• Comfortable with a fast-paced environment and changing requirements
• Proactive and able to comfortably navigate through uncertainty and ambiguity
• Must have the ability to work a schedule comprised of non-standard shifts, including evenings and weekends
• Fluency in Spanish, a plus!

Competitive pay, great health benefits (medical / dental / vision / life), 401k with company match. Flexible schedule with generous PTO, guaranteed monthly 3-day weekends, and the technology you need to get the job done.

All team members are working remotely and enjoying a monthly WFH stipend.

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