Roadie is hiring a Customer Support Specialist to be the front line of our logistics experience. You will provide phone, email, and text-based support to our customers, partners, and users, ensuring a seamless service by proactively monitoring deliveries and managing complex situations.
What You'll Do
- Provide phone, email, and text-based support to Roadie customers, partners, and community members.
- Address customer concerns politely, using active listening skills to understand and confirm information.
- Balance efficiency and speed 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.
- Use Salesforce and other internal tools to accurately log interactions and solve issues.
- Collaborate with team members from various departments to ensure a seamless delivery experience.
What We're Looking For
- 2+ years of customer service experience.
- Strong written and verbal communication skills, with the ability to connect with many 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 support quality.
- Proactive and able to comfortably navigate uncertainty and ambiguity.
- Ability to work a schedule with non-standard hours, including evenings and weekends.
Nice to Have
- Customer service experience with a technology or logistics company.
- Experience with Salesforce.
Technical Stack
- Salesforce
Team & Environment
You'll be part of the Support team, collaborating with various Roadie departments.
Benefits & Compensation
- Competitive total rewards package.
- 100% company-paid health insurance for yourself.
- 401(k) with company match.
- Tuition & student loan repayment assistance.
- 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 for tenured employees.
- The technology you need to get the job done.
Work Mode
This is a fully remote position open to candidates based in the US.
Roadie is committed to providing an inclusive environment.
