Customer Operations Team Lead

Job Description

Roadie, a UPS company, is seeking a Customer Operations Team Lead to oversee a team of Customer Operations Partners and ensure customer success for strategic accounts. The ideal candidate will be a strategic thinker with exceptional leadership skills and a strong customer-centric mindset.Roadie is a leading logistics and delivery platform that helps businesses tackle the complexities of modern retail with unmatched delivery coverage, flexibility, and visibility. With a network of independent drivers nationwide, Roadie offers flexible delivery solutions that make complex logistics challenges easy.Responsibilities:

• Lead, develop, and scale a high-performing Customer Operations team.
• Oversee team-specific daily customer operations.
• Gain a deep understanding of customer’s needs and build strong relationships.
• Collaborate with Customer Operations leadership to implement solutions that enhance team performance.
• Develop and implement scalable processes to enhance service quality and efficiency.
• Partner cross-functionally to introduce technology and process enhancements.
• Take lead on resolving high priority escalations and complex issues.
• Leverage data to identify trends and uncover opportunities.
• Champion a customer-first culture.

Qualifications:

• 5+ years of experience in customer operations, customer success, or a related field.
• 2+ years of proven leadership experience.
• Strong analytical skills.
• Strong written and verbal communication skills.
• Experience implementing technology-driven solutions.
• Demonstrated ability to execute consistently with high attention to detail.
• Ability to thrive in a fast-paced, customer-focused environment.

What Roadie Offers:

• Competitive compensation packages
• 100% covered health insurance premiums
• 401k with company match
• Tuition and student loan repayment assistance
• Flexible work schedule with unlimited PTO
• Monthly 3-day weekends
• Monthly WFH stipend
• Paid sabbatical leave