This remote job with high salary was offered by a US-based Company named “Roadie“. It is a UPS company that offers a crowdsourced delivery platform.
Established in 2014, Roadie provides businesses with swift, adaptable, and lightweight logistics solutions for last-mile delivery.
By leveraging a network of over 200,000 independent drivers, Roadie facilitates local deliveries to more than 95% of U.S. households.
This extensive reach allows businesses across various industries, from airlines to artisans, to offer their customers flexible delivery options. It is a USA-based remote job.
Job Description
The Customer Operations team at Roadie collaborates to establish and maintain relationships with key accounts, ensuring overall customer success.
As the Customer Operations Team Lead, you will manage a team of Customer Operations Partners who act as dedicated points of contact, overseeing the daily activities of strategic accounts.
The ideal candidate should be a strategic thinker with outstanding leadership skills and a strong customer-centric mindset.
This role demands a hands-on approach to optimizing processes, enhancing service quality, and cultivating a high-performing team.
What You’ll Do on the Job
- Lead, grow, and scale a high-performing, cohesive Customer Operations team dedicated to ensuring the success of our high-value Senders.
- Supervise the daily operations of the customer service team, guaranteeing prompt and efficient resolution of customer inquiries and issues.
- Develop a thorough understanding of customer needs, fostering strong relationships, and collaborating effectively to surpass SLAs and ensure continuous success.
- Work closely with Customer Operations leadership to pinpoint and implement solutions that boost team performance, efficiency, and scalability (e.g., technology, processes).
- Create and apply scalable processes aimed at improving service quality and efficiency for specific initiatives (e.g., XD expansion, fraud and theft reduction, claims rates, driver efficiency).
- Collaborate across various departments to implement technology and process improvements that drive Roadie’s growth and uphold service excellence.
- Lead the resolution of high-priority escalations, complex issues, and team inquiries with a strong sense of urgency.
- Utilize data to spot trends and uncover opportunities within the team and among senders, and report key findings and actionable insights to stakeholders.
- Promote a customer-first culture, ensuring that all interactions reflect Roadie’s values and uphold their customer service standards.
Job Requirements for this Role
- More than 5 years of experience in customer operations, customer success, or a related field.
- Over 2 years of experience in managing and developing high-performing teams.
- Excellent analytical skills with the capability to utilize data for informed decision-making and enhancing processes.
- Exceptional written and verbal communication skills, with the ability to build relationships with stakeholders at all levels.
- Proven experience in implementing technology-driven solutions to improve customer operations.
- Proven capability to consistently deliver with meticulous attention to detail, precision, and adherence to specific requirements.
- Aptitude for thriving in a dynamic, customer-centric environment, adeptly handling ambiguity with ease.
Why Choose Roadie?
They provide some good benefits such as –
- 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.
