Offer summary

Qualifications:

3+ years of experience managing contact center or customer operations teams., Strong interpersonal, leadership, and people management skills., Proficiency in data analysis and contact center technologies, preferably Salesforce or Amazon Connect., Experience in budget management and resource optimization..

Key responsibilities:

Lead and manage a 24x7 Customer Support team, including Shift Managers and Support Specialists.

Serve as the escalation point for high-priority customer issues and ensure resolution of complex cases.

Monitor key operational metrics and drive improvements in team performance.

Collaborate with cross-departmental teams to implement process enhancements and optimize customer experience.

Job description

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 is looking for an experienced Customer Support Manager to lead our 24x7 Customer Support team. The Customer Support Manager will be responsible for managing the day-to-day operations of our Customer Support team to support our rapidly growing customer base. The ideal candidate will be highly organized, have strong interpersonal, leadership, and people management skills, and have the ability to multi-task on short-term and long-term projects.

Roadie’s Customer Support Manager should be focused on overall trends related to Roadie’s customer experience, team efficiency through metrics, technology changes to improve service levels, and the stories behind customer data. The ideal candidate should be excited about leading a dynamic and growing support team.

What You'll Do

Lead a team of Shift Managers and Support Specialists across 24x7 contact center operations (chat, email, phone)
Coach and develop Customer Support Shift Managers through regular performance management sessions and skill development
Serve as the escalation point of contact for high-priority customer and partner issues, maintaining external relationships and ensuring resolution of complex cases
Ensure consistent compliance with administrative requirements (i.e., attendance tracking, timecard approvals, policy enforcement)
Monitor and drive improvement in key operational metrics including Average Handle Time (AHT), Customer Satisfaction (CSAT), Grade of Service (GoS), schedule adherence, and handles per hour
Proactively communicate all changes that impact day-to-day operations to teams, (e.g.,policy changes, scheduling, marketing campaigns, product updates, budget impacts)
Develop and implement performance tracking and accountability systems, including standardized coaching protocols, to drive continuous improvement across the team
Lead proactive planning and implementation of team structure optimization, headcount planning, and inbound channel routing/prioritization to maximize team performance
Manage department budget and resource allocation effectively, monitoring for unexpected costs or overruns
Partner with CX Operations and Enablement teams to implement process enhancements that drive efficiency and performance across the team
Collaborate with cross-departmental teams including Customer Operations, Product, and Engineering
Work closely with BPO teams at multiple locations to ensure best possible customer experience

What You Bring

3+ years managing contact center or customer operations teams, with proven track record of operational excellence
Demonstrated ability to enforce accountability standards and maintain strong team compliance
Excellence in direct coaching and performance management, maintaining ownership of core leadership responsibilities
Strong data analysis skills with ability to identify trends and proactively address operational challenges
Experience managing complex scheduling, attendance, and workforce planning processes
Track record of clear, proactive communication that prevents surprises and maintains stakeholder alignment
Budget management experience with focus on cost control and resource optimization
Expertise in contact center technologies (Salesforce, Amazon Connect preferred)
Ability to manage multiple priorities while maintaining compliance with operational requirements
Strong professional presence with ability to represent contact center interests at leadership level
Experience leading unified customer support teams in fast-paced environments

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

Required profile