Customer Support Specialist at Swooped

About Our Client

A leading logistics and delivery platform, and a UPS company, 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 — the company provides seamless, scalable solutions that meet a variety of delivery needs.

With a network of more than 310,000 independent drivers nationwide, the company 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.

The Support team operates as the first point of contact for the community.

About The Role

Our client is looking for a Customer Support Specialist who brings excellent communication and problem-solving skills and operates with a customer-first mentality. In this role, you’ll act as an expert user of mobile and web-based tools, ensuring the success of logistics services and a great experience for users. Customer Support Specialists work full-time on a 4-day workweek schedule that may include non traditional hours such as evenings, weekends, and holidays.

What You’ll Do

• Provide phone, email, and text-based support to customers, partners, users, and other community members
• Address all customer concerns politely, using active listening skills to understand and confirm the information
• Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience
• Proactively monitor in-progress deliveries and take corrective action when necessary
• Manage non-standard delivery situations with professionalism, empathy, and urgency
• Effectively use Salesforce and other internal tools to accurately log interactions and solve issues
• Collaborate with team members from various departments to ensure seamless delivery experience

What You Bring

• 1+ year customer service experience, optimally with a technology or logistics company
• Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities
• Able to quickly and efficiently problem solve and troubleshoot
• Comfortable with a fast-paced environment and changing requirements
• Ability to receive and implement feedback to continuously improve the quality of support provided to customers
• Proactive and able to comfortably navigate through uncertainty and ambiguity
• Must have the ability to work a schedule comprised of non-standard hours, including evenings and weekends
• Experience with Salesforce, a plus!

Why the company?

• Competitive compensation packages
• 100% covered health insurance premiums for yourself
• 401k with company match
• Tuition and student loan repayment assistance (the company will contribute directly to your existing student loans!)
• Generous PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• The technology you need to get the job done

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”