Customer Support Specialist

About the role

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 for a variety of delivery needs. 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 on 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.

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 accurately log interactions and solve issues
• Collaborate with team members from various Roadie departments to ensure a seamless delivery experience

Requirements

• 2+ years of 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
• Must be authorized to work for any employer in the U.S. (this role is not eligible for visa sponsorship)

Benefits

• 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