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Customer Support Specialist - Remote - Roadie, a UPS Company - Delivering Exceptional Experiences in Logistics and Customer Service

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Join the Roadie Team: Delivering Exceptional Customer Experiences in a Fast-Paced, Remote Environment

Are you passionate about providing top-notch customer service and support in a dynamic, fast-paced environment? Do you have a knack for problem-solving and a keen eye for detail? Roadie, a UPS Company, is seeking a highly skilled Customer Support Specialist to join our team! As a key member of our Support team, you will be the first point of contact for our customers, partners, and users, providing exceptional support and ensuring a seamless delivery experience. This is a unique opportunity to work remotely and be part of a innovative company that is revolutionizing the logistics and delivery industry.

About Roadie

Roadie is a crowdsourced delivery platform that works with consumers, small businesses, and enterprises across virtually every industry to enable scheduled, same-day, and urgent delivery in passenger vehicles across the U.S. With over 200,000 drivers nationwide, Roadie reaches more than 20,000 zip codes, making it the largest local same-day delivery network in the nation. Our team operates 24/7, and we are committed to providing an exceptional customer experience.

Job Summary

As a Customer Support Specialist, you will provide phone, email, and text-based support to our customers, partners, users, and other community members. You will be an expert user of our mobile and web-based tools, ensuring the success of our logistics services and a great experience for our users. This is a full-time, remote role with a 4-day workweek schedule that may include non-traditional hours such as evenings, weekends, and holidays.

Key Responsibilities

  • Provide exceptional 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

What You Bring

To be successful in this role, you should have:

  • A combination of sales or 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
  • The ability to quickly and efficiently problem-solve and troubleshoot
  • Comfortability with a fast-paced environment and changing requirements
  • Proactivity and the ability to comfortably navigate through uncertainty and ambiguity
  • The ability to work a schedule comprised of non-standard shifts, including evenings and weekends
  • Fluency in Spanish, a plus!

Essential Skills and Competencies

To excel in this role, you should possess:

  • Excellent communication and problem-solving skills
  • A customer-first mentality
  • The ability to work independently in a remote environment
  • Strong analytical and critical thinking skills
  • The ability to adapt to changing requirements and priorities

Career Growth Opportunities and Learning Benefits

At Roadie, we are committed to the growth and development of our team members. As a Customer Support Specialist, you will have access to:

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

Work Environment and Company Culture

At Roadie, we pride ourselves on a collaborative and dynamic work environment. As a remote team member, you will have the flexibility to work from anywhere and be part of a team that values:

  • Innovation and creativity
  • Customer satisfaction and experience
  • Teamwork and collaboration
  • Diversity and inclusion
  • Professional growth and development

Compensation and Benefits

We offer a competitive compensation package that reflects your skills and experience. Our benefits include:

  • Competitive salary
  • Comprehensive health insurance
  • Retirement savings plan with company match
  • Paid time off
  • Flexible work arrangements
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...