Customer Support Specialist

The job overview for this position is that Roadie is seeking a Customer Support Specialist to join their Support team. The Specialist will be responsible for providing phone, email, and text-based support to Roadie customers, partners, users, and other community members. They will need to address customer concerns, monitor deliveries, and use internal tools to accurately log interactions and solve issues. The Specialist will also collaborate with team members from various Roadie departments to ensure a seamless delivery experience. This is a full-time position with a 4-day workweek schedule that may include nontraditional hours.

• 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

• Excellent communication and problem-solving skills
• Customer-first mentality
• Expert user of mobile and web-based tools
• Ability to work nontraditional hours such as evenings, weekends, and holidays
• Active listening skills
• Efficiency and speed in addressing questions or issues
• Proactive monitoring and corrective action
• Professionalism, empathy, and urgency in managing non-standard delivery situations
• Proficiency in using Salesforce and other internal tools
• Collaboration with team members from various departments

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance
• Generous PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• The technology you need to get the job done