Customer Support Specialist

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 that meet a variety of delivery needs. With a network of more than 310,000 independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy, including solutions for local same-day delivery, delivery of big and bulky items, ship-from-store and DC-to-door. For more information, visit . 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 from 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- perfect for someone who enjoys flexibility and fast-paced, meaningful work. What You’ll Do 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 accurate log interactions and solve issues Collabo