Customer Support Specialist

About Roadie

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 including local same-day delivery, big and bulky item delivery, ship-from-store, and DC-to-door services.

The Role

We're seeking a Customer Support Specialist to join our support team—the front line of the Roadie experience. You'll serve as a trusted first point of contact for our community, helping customers, partners, drivers, and users navigate our platform. This is a full-time position on a 4-day workweek, with schedules that may include evenings, weekends, and holidays, perfect for someone who values flexibility and thrives in fast-paced, meaningful work.

You'll become an expert in our mobile and web-based tools, playing a critical role in keeping our logistics services running smoothly while delivering exceptional customer experiences. This role requires strong communication, active listening, and problem-solving skills paired with a genuine commitment to putting customers first.

What You'll Do

• Provide phone, email, and text-based support to Roadie customers, partners, drivers, and community members
• Address all customer concerns with politeness and professionalism, using active listening to understand and confirm information
• Balance efficiency and speed in resolving questions or issues while maintaining high-quality customer experiences
• 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 document resolutions
• Identify patterns in customer feedback and escalate insights to improve our platform and services
• Collaborate with cross-functional teams to resolve complex issues and enhance customer satisfaction

Ideal Candidate Profile

You excel in customer-facing roles and demonstrate exceptional problem-solving abilities. Your communication skills are clear and empathetic, enabling you to de-escalate tense situations and build trust. You're detail-oriented, organized, and comfortable learning new tools and systems quickly. Experience with CRM platforms like Salesforce, familiarity with logistics or delivery operations, and knowledge of customer support best practices are highly valued. The ability to work flexible schedules, including evenings and weekends, is essential for this position.

Why Join Roadie?

You'll be part of a dynamic team at a UPS company with significant scale and impact. Work remotely with flexibility, grow your skills supporting millions of users nationwide, and contribute to solving real logistics challenges in communities across America.

💰 Compensation not publicly listed. Market estimate for similar roles: from $55K, varying by experience and location.