客户支持专员
Customer Support Specialist
Roadie，UPS旗下公司，是一个领先的物流和配送平台，帮助企业在现代零售的复杂环境中实现无与伦比的配送覆盖范围、灵活性和可见性。Roadie覆盖美国97%的家庭，遍及30000多个邮编区域——从城市中心到乡村社区——提供无缝且可扩展的解决方案，满足各种配送需求。
全国拥有超过310,000名独立司机的网络，Roadie提供灵活的配送解决方案，使复杂的物流挑战变得简单，包括本地当日配送、大件物品配送、门店发货和仓库到门口配送等。更多信息，请访问[www.roadie.com](http://www.roadie.com)。
我们的支持团队是Roadie体验的第一线，作为我们社区值得信赖的第一接触点。我们正在寻找一名**客户支持专员**，能够从帮助他人中获得成就感，具备出色的沟通和解决问题的能力，并真正以客户为中心。在这个职位上，你将精通我们的移动端和基于网络的工具，发挥关键作用，确保我们的物流服务顺畅运行，同时为用户提供卓越的体验。这是一个全职岗位，每周工作5天，排班可能包括晚上、周末和节假日——非常适合喜欢灵活安排和快节奏、有意义工作的人员。
**你将负责**
- 通过电话、电子邮件和短信为Roadie客户、合作伙伴、用户和其他社区成员提供支持
- 礼貌地处理所有客户问题，使用积极倾听技巧来理解并确认信息
- 在高效快速地解决疑问或问题的同时，确保高质量的客户体验
- 主动监控进行中的配送，并在必要时采取纠正措施
- 以专业、同理心和紧迫感处理非标准配送情况
- 有效使用Salesforce和其他内部工具准确记录互动并解决问题
- 与Roadie各部门的团队成员协作，确保无缝的配送体验
**你将带来**
- 2年以上客户服务经验，最好是科技或物流公司
- 出色的书面和口头沟通能力，能够与各种性格的人互动和建立联系
- 能够快速高效地解决问题和排查故障
- 适应快节奏的工作环境
查看英文原文
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 [www.roadie.com](http://www.roadie.com).
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
- Collaborate with team members from various Roadie departments to ensure seamless delivery experience
**What You Bring**
- 2+ year 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!
**Why Roadie?**
- 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
**This role is not eligible for visa sponsorship. Applicants must be authorized to work for any employer in the U.S.**