Customer Support Specialist

Roadie, a UPS company, is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility and visibility. Reaching 97% of U. S. households across more than 30,000 zip codes — from urban hubs to rural communities — Roadie provides seamless, scalable solutions that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit  roadie. com . Our Support team is the front line of the Roadie experience, serving as the trusted first point of contact for our community.

We’re looking for a  Customer Support Specialist who thrives from helping people, brings strong communication and problem-solving skills, and genuinely puts the customer first. In this role, you’ll become an expert in our mobile and web-based tools, playing a critical part in keeping our logistics services running smoothly while delivering exceptional experiences to our users. This is a full-time role on a 5-day workweek, with schedules that may include evenings, weekends, and holidays- perfect for someone who enjoys flexibility and fast-paced, meaningful work. What You’ll Do - 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  What You Bring - 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 - Experience with Salesforce, a plus!   Why Roadie?   - Competitive total rewards package - 100% company-paid health insurance for yourself - 401(k) with company match - Tuition & student loan repayment assistance- yes, we’ll contribute directly to your 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- tenured Roadies are given extra time to unplug, rest, and explore - The technology you need to get the job done This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U. S.