Full-Time  |  Atlanta, GA

Roadie is seeking a Customer Support Specialist to act as an expert user of our mobile and web-based tools, ensuring the success of our logistics services and that our users have a great experience in our community. Our Customer Experience team is often the first point of contact our community has with our company, so consumer-friendly, eager problem solvers are a great fit for this role!

The Day to Day

  • Learn all aspects of Roadie's mobile and web-based "on the way" delivery platform
  • Provide phone, email, and text-based customer support to Roadie customers, partners, users, and other community members
  • Proactively monitor in-progress deliveries and take corrective action when necessary
  • Manage non-standard delivery situations with professionalism, empathy, and urgency
  • Accurately and efficiently use all Roadie systems that are utilized by our Customer Support team
  • Collaborate with team members from various Roadie departments, including Account Management and Marketing, to complete assigned tasks

Requirements

  • 1-3 years of customer support experience, optimally with a technology or logistics company
  • Have a strong “can do” mentality with a proven track record of success in previous roles
  • Excellent communication skills, both written and verbal
  • Ability to manage complex projects and multi-task with ease
  • Excellent organization skills
  • Be comfortable with a fast-paced environment and changing requirements
  • Self-motivated, thrive with minimal guidance, be proactive, and able to comfortably navigate through uncertainty and ambiguity

Process Tools

  • ZenDesk
  • Confluence
  • Internal CRM

Qualities we’re looking for

  • Passion for your work
  • Dedication to your team and collaboration
  • Creative problem solving
  • Ability to focus on deadlines and deliverables
  • Accountability
  • Passion for experimentation
  • Must have the ability to work a schedule comprised of non-standard shifts, including late nights (e.g., 7pm - 4am) and weekends