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Customer Operations Team Lead

REMOTE

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. 

Roadie’s Customer Operations team works together to build and nurture relationships with key accounts to ensure overall customer success. As a Customer Operations Team Lead, you will oversee a team of Customer Operations Partners who serve as dedicated points of contact overseeing the day-to-day activities for strategic accounts. The ideal candidate will be a strategic thinker with exceptional leadership skills and a strong customer-centric mindset. This role requires a hands-on approach to optimizing processes, improving service quality, and fostering a high-performing team.

Responsibilities 

  • Lead, develop and scale a high-performing, collaborative Customer Operations team dedicated to ensuring account success for our high value Senders
  • Oversee team-specific daily customer operations, ensuring timely and effective resolution of customer inquiries and issues
  • Gain a deep understanding of customer’s needs, building strong relationships and partnering effectively to exceed SLAs and support ongoing success
  • Collaborate with Customer Operations leadership to identify and implement solutions  that enhance team performance, efficiency and scalability (e.g., technology, process)
  • Develop and implement scalable processes to enhance service quality and efficiency for targeted initiatives (e.g., XD expansion, fraud and theft mitigation, claims rates, driver efficiency)
  • Partner cross-functionally to introduce technology and process enhancements that support Roadie’s growth and service excellence
  • Take lead on resolving high priority escalations, complex issues and team inquiries with a sense of urgency
  • Leverage data to identify trends and uncover opportunities within the team and across senders, reporting key findings and actionable insights to stakeholders
  • Champion a customer-first culture, ensuring all interactions align with Roadie’s values and customer service standards

Qualifications 

  • 5+ years of experience in customer operations, customer success or a related field 
  • 2+ years of proven leadership experience with a track record of developing and managing high-performing teams
  • Strong analytical skills with the ability to leverage data for decision-making and process improvements
  • Strong written and verbal communication skills, able to build relationship with stakeholders at various levels
  • Experience implementing technology-driven solutions to enhance customer operations
  • Demonstrated ability to execute consistently with high attention to detail, accuracy, and adherence to detailed requirements
  • Ability to thrive in a fast-paced, customer-focused environment, managing ambiguity with ease 

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

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