About the Role Client is expanding its Shop & Deliver service, and we†re looking for a Customer Support Representative III to join our small, agile team focused on Live Operations. This role is critical to ensuring 100% delivery success by proactively supporting Client (delivery drivers) in real-time, troubleshooting issues, and driving process improvements. You†ll become a subject matter expert on our growing product, contributing to a world-class support experience.
Why This Role is Exciting - Play a key role in launching and scaling a fast-growing logistics product.
- Become an early member of a collaborative, high-impact team.
- Tackle live operational challenges with urgency and empathy.
- Influence product and process improvements through real-time feedback.
Key Responsibilities - Proactively call Cleint to set expectations and share critical delivery instructions.
- Resolve dasher issues in real time with urgency, professionalism, and empathy.
- Execute operational workflows to ensure delivery SLAs and quality standards are met.
- Identify recurring issues and escalate trends for broader team visibility and resolution.
- Maintain deep knowledge of product workflows, tools, and documentation.
- Consistently apply Client brand voice and tone in both written and verbal communication.
You†ll Succeed in This Role If You Have: - 2+ years of experience in a fast-paced, customer-facing role (tech, hospitality, grocery, etc.).
- A Bachelor†s degree or equivalent professional experience.
- Strong organizational and multitasking skills; you thrive under pressure.
- High emotional intelligence with a solution-oriented mindset.
- Excellent written and verbal communication skills.
- Typing speed of 40+ WPM and strong technical fluency.
- Proficiency in tools like Google Sheets, Slack, and general G-Suite applications.
- Conversational proficiency in English and Spanish.
Bonus Points For: - Experience with Salesforce, Atlassian (Jira/Confluence), or other CRM/ticketing tools.
- Previous work in grocery, convenience, or logistics industries.
- Prior experience supporting on-demand gig economy platforms.
Work Environment & Schedule - Must be flexible to work evenings, weekends, or holidays based on business needs.
- Remote work may be available depending on location.
Education: Bachelors Degree