Customer Operations Partner

Roadie, a UPS Company, is a logistics management and crowdsourced delivery platform. Founded in 2014, Roadie offers businesses fast, flexible and asset-light logistics solutions for last-mile delivery. Roadie enables local delivery to more than 95% of U.S. households by providing access to more than 200,000 independent drivers nationwide – allowing businesses to offer their customers delivery optionality for almost any industry, from airlines to artisans.

The Customer Operations Partner position is focused on building and nurturing relationships with key customers, and is a great opportunity for someone who wants to take their customer support skills to the next level, while gaining business and operational exposure. 

In addition to serving as the main point of contact for high value senders, this is an excellent opportunity for those who want to develop analytical skills as they oversee the day-to-day activities for strategic accounts. The ideal candidate will have strong communications skills, be highly organized, and have the ability to multitask on numerous high priority projects.

What You’ll Do

• Manage projects and implementations for strategic Roadie partners, utilizing project management skills to ensure success

• Oversee day-to-day deliverables for each assigned account, including compliance with gig-specific Service Level Agreements

• Promote retention and overall customer success through high quality service 

• Build strong working relationships with account stakeholders, including corporate and field users

• Regularly create and run reports on assigned accounts, analyze results, and share findings to key stakeholders

• Prioritize and escalate issues and trends in collaboration with various departments to ensure account success 

• Develop an expertise in how Roadie’s systems and resources work, and how to use them to promote positive outcomes for our customers

 What You Bring

• 2+ years of experience in customer support, operations or related role 

• Proficient with customer account tools (e.g., Salesforce, Confluence)

• Demonstrated ability to build and maintain sustained relationships with corporate and enterprise and SMB customers

• Excellent communication skills, both written and verbal

• Ability to manage complex projects and multi-task, and thrive in a fast-paced, dynamic environment 

• Self-motivated and able to comfortably navigate through uncertainty and ambiguity

• Experience with Excel, Powerpoint, and other Office products

Why Roadie? 

• Competitive compensation packages 

• 100% covered health insurance premiums for yourself

• 401k with company match

• Tuition and student loan repayment assistance (that’s right - Roadie will contribute directly to your existing student loans!) 

• Flexible work schedule with unlimited PTO 

• Monthly 3-day weekends

• Monthly WFH stipend 

• Paid sabbatical leave- tenured team members are given time to rest, relax, and explore

• The technology you need to get the job done