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 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.

About the Role

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 4-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 accurately 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.

Important Information

This role is not eligible for Visa sponsorship. Applicants must be authorized to work for any employer in the U.S.

Key skills/competency

• Customer Support Specialist
• Customer Service
• Logistics
• Problem Solving
• Communication Skills
• Salesforce
• Troubleshooting
• Fast-paced Environment
• Customer Experience
• Remote Work