Customer Support Representative (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

We are seeking a Customer Service Representative on a contract basis to help support our Customer's business needs. This role is 100% remote.

This role will support a small, agile team dedicated to achieving error-free delivery execution (0% error rate). This position focuses on live operations, engaging proactively with delivery drivers to ensure exceptional service delivery.

The schedule typically starts at 8am ET or 9am ET - the weekly schedule changes each week following a rotation in the team. The hours will range from 40-60 hours.

Responsibilities:

• Proactively contact delivery drivers to provide clear delivery expectations and instructions
• Address real-time driver issues with urgency, empathy, and professionalism
• Lead and execute workflows that align with strict service-level agreements (SLAs)
• Monitor trends and provide insights to improve live operations and delivery processes
• Build subject matter expertise in product operations, systems, tools, and workflows
• Contribute to a collaborative environment delivering premium service across stakeholders

Qualifications:

• Bachelor’s degree or equivalent experience
• At least 2 years of experience in fast-paced customer service or operations roles within technology, hospitality, grocery, or convenience sectors
• Strong problem-solving ability with a comfort level navigating ambiguity
• Self-starter with effective time management and organizational skills
• Fluent in English with strong written and verbal communication skills
• Typing speed of at least 40 WPM
• Technologically proficient and comfortable with platforms such as Google Sheets

Preferred:

• Experience with tools such as G-Suite, Slack, Atlassian (Jira/Confluence), and Salesforce
• Prior background in grocery or convenience retail or delivery operations
• Conversational proficiency in Spanish

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.