Director, Customer Support

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.

Roadie is looking for a Director, Customer Support to provide strategic leadership for our growing Customer Support team. This person should be hyper-focused on providing the best customer experience, and bring an expertise in how to do that efficiently at scale in a high volume environment. Our ideal candidate is an experienced customer support and operations leader, with a bias towards action, who leverages their strong quantitative and leadership skills for problem solving and execution. 

What You’ll Do

• Lead Roadie’s high-performing, 24/7/365 Customer Support organization by focusing on technology, process, and people
• Define, own, and drive adherence to our customer support success metrics and KPIs
• Work cross-functionally to ensure the customer service experience is considered at every step, whether in product development, customer onboarding, or retention
• Collaborate with other leaders within Roadie’s Customer Experience team (Trust & Safety, Customer Operations, Analytics) and across the broader Roadie organization to achieve strategic objectives 
• Define and implement the Customer Support organization’s technology roadmap to include AI and optimize use of current CRM and workforce management tools
• Using a data-driven mindset, test and evaluate metrics and strategies to impact and enhance the customer experience
• Leverage data to identify areas of opportunity across customer support team with a focus on efficiency, reliability, and scalability
• Implement processes and procedures to resolve issues and escalations as needed, identifying trends and solutions to mitigate similar challenges down the road

What You Bring

• 5-7 years experience of scaling customer support teams to meet ambitious company goals, ideally in a startup environment (experience in Logistics, a plus!) 
• Deep understanding of customer service operations including the service journey, performance management, staffing and capacity planning
• Passion for empowering team to provide a 5-star customer experience, every time
• Proven track record of building, leading, and mentoring high-functioning teams and individuals
• Experience working with Business Process Outsourcing (BPO) firms to supplement internal resources and provide flexibility to scale support operations
• Experience with CRMs and other customer management tools and platforms systems to drive efficiencies (Salesforce Service Cloud preferred)
• Strong quantitative skills, with the ability to use data to drive decision making
• Keen problem solving abilities and a bias-towards-action approach 
• Ability to operate both with a strategic lens and no hesitation to roll up your sleeves

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 
• The technology you need to get the job done