Roadie
Customer Operations Team Lead
Job Summary
The role of Customer Operations Team Lead involves overseeing a team responsible for managing strategic customer accounts and ensuring operational excellence. The candidate should have extensive experience in customer success and leadership, with a focus on developing scalable processes and leveraging data to improve service. Collaboration across functions and a customer-first mindset are essential. The role emphasizes team development, process optimization, and delivering high-quality customer interactions in a fast-paced environment.
Required Skills
Benefits
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’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
Roadie
Roadie is a crowdsourced delivery platform that enables urgent, same-day and local next day delivery of just about anything, anywhere, across the U.S.
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