[Hiring] Customer Support Specialist @Scalesource

Role Description

We are looking for a highly experienced Customer Support Specialist – Driver Communications to support a fast-paced, technology-driven logistics operation. This is not a traditional customer service position. The role requires someone who is already comfortable working in a high-volume, real-time support environment where multiple conversations, operational issues, and changing priorities must be handled simultaneously.

The ideal candidate has previous experience in high-volume chat support, logistics, transportation, delivery operations, driver support, dispatch, or another fast-paced operational environment.

Key Responsibilities

• Provide high-volume, real-time chat support to drivers throughout their shifts.
• Manage multiple active conversations and operational issues simultaneously.
• Respond to driver questions quickly, accurately, and professionally.
• Troubleshoot delivery, driver, scheduling, and operational issues in real time.
• Determine when an issue can be resolved independently and when escalation is required.
• Escalate urgent or complex situations quickly to the appropriate internal team.
• Coordinate with operations and other internal teams to resolve driver-related issues.
• Follow established workflows, escalation procedures, and service standards.
• Adapt quickly to changing priorities, schedules, and operational requirements.
• Help maintain a reliable and positive experience for the driver network.

Qualifications

• Minimum 4+ years of professional experience in Customer Support, Customer Service, Operations Support, Logistics Support, Dispatch, or a closely related position.
• Proven hands-on experience in a high-volume, fast-paced customer support or operations environment.
• Professional experience providing real-time support through live chat or similar instant communication channels.
• Demonstrated ability to manage multiple active customer conversations, requests, or operational issues simultaneously.
• Experience working with strict response-time expectations, service levels, queues, or other performance-driven support metrics.
• Excellent written English, minimum C1 level, with strong grammar, clarity, and professional communication.
• Strong problem-solving skills and ability to make decisions without constant supervision.
• Ability to learn and navigate multiple software platforms simultaneously.
• Reliable high-speed internet connection and appropriate remote-work setup.
• Full availability for the required variable schedule, including weekend coverage.

Strongly Preferred Experience

• Logistics or transportation operations.
• Last-mile delivery or on-demand delivery platforms.
• Driver or courier support.
• Dispatch or fleet operations.
• Field operations.
• Ride-sharing or gig-economy platforms.
• High-volume BPO/customer support environments.
• Real-time operational support involving urgent issue resolution.
• Experience supporting drivers, couriers, contractors, or other field-based teams is a significant advantage.

Skills & Competencies

• Excellent written communication and fast response times.
• Strong multitasking and prioritization skills.
• Detail-oriented, organized, and reliable.
• Strong problem-solving and escalation judgment.
• Comfortable working under pressure in fast-paced environments.
• Adaptable, accountable, and effective in remote teams.

Schedule & Availability – Important

• This role requires significant schedule flexibility. Candidates should carefully review these requirements before applying.
• Four (4) shifts per week.
• 10 hours per shift.
• Schedule is established one month at a time.
• Workdays may change from week to week.
• Shift start times may vary.
• Approximately 3–4 weekend shifts per month.
• Weekend shifts may fall on Saturday and/or Sunday.

Benefits

• 100% remote opportunity.
• Work with a fast-moving U.S.-based logistics operation.
• Gain direct exposure to driver communications and real-time operations.
• Join a collaborative, performance-driven remote team.
• Opportunity for professional growth based on performance and demonstrated capabilities.

Proactive Recruiting

We’re actively building our talent network for current and upcoming client opportunities. While this posting may not represent an immediate opening, qualified candidates may be considered as matching roles become available.