In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.
Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.
At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.
To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground.
About the role
We are looking for a motivated Live Operations Agent to support our couriers with routing and collaborate with internal teams to ensure smooth and efficient operations at Relay. This is a contractor position.
You will be responsible for:
Answering inbound chats from couriers quickly and efficiently.
Delivering clear, high-quality instructions to couriers over the phone while they are on the road.
Monitoring the progress of live routes and taking action when necessary.
Intervening and organising rescue routes for unsuccessful deliveries.
Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.
Communicating relevant information to the customer service and management teams.
Meeting individual daily key performance indicators (KPIs) and targets.
Updating documentation to provide the business with visibility on key metrics and information.
You might be a great fit for this role if...
You have 1–3 years of experience in LiveOps or frontline Customer Service.
You have an excellent telephone manner and strong communication skills.
You’re IT-literate and confident in navigating between applications quickly.
You can work well under pressure to meet demand.
You have the ability to prioritise your workload effectively.
You're an active team player with a passion for delivering outstanding support service.
Previous live chat experience is desirable
Previous LiveOps support experience in a fast-paced environment is desirable
Bonus points if you speak Portuguese, Arabic, or Bengali!
Join Relay in driving efficient middle mile operations while ensuring sustainability and improving the user experience in e-commerce logistics.
Enterprise Fleet Management is looking for a National Service Coordinator to join their team, providing exceptional customer support in a fully remote capacity.
Become a key player at Towne Park, where your leadership will elevate the guest service experience at Hilton Fort Lauderdale Marina.
Join ConnectiveRx as a REMS Pharmacist to streamline the prescription journey for patients and pharmaceutical manufacturers.
Join Mercy Medical Center Redding as a Patient Registration Representative and contribute to delivering exceptional healthcare services in the North State.
Join Hippocratic AI as a Clinical Customer Success Executive and leverage your medical expertise to transform healthcare outcomes through innovative technology.
Become a key member of FlatWorld's Customer Service team and help redefine the textbook experience for educators and students alike.
Join EverTrue as a Customer Success Manager and empower fundraisers to achieve greater giving through innovative solutions.
UChicago Medicine is seeking a dedicated Behavioral Health Technician to support patient care in a fast-paced inpatient setting.
Join Ideal Dental as a Dental Hygienist and play a pivotal role in transforming patient care while maximizing your earning potential.
Join Carrum Health as a Client Success Associate and contribute to transforming healthcare delivery while honing your skills in a dynamic environment.
Become a critical customer support figure at Smiths Detection as a Customer Care Service Coordinator, where your voice matters in making a difference.
Join Presbyterian Healthcare as a Lead Patient Support to enhance patient access services and lead a dynamic team dedicated to community health improvements.
Become an essential part of the Pittsylvania County Department of Social Services as an Office Associate III, contributing to administrative functions and customer interactions.
Subscribe to Rise newsletter