[Hiring] Live Operations Agent @Relay Technologies

Role Description

We are looking for a motivated Live Operations Agent to support our couriers with routing and collaborate with internal teams to ensure smooth and efficient operations at Relay.

• Answering inbound chats from couriers quickly and efficiently.
• Delivering clear, high-quality instructions to couriers over the phone while they are on the road.
• Monitoring the progress of live routes and taking action when necessary.
• Intervening and organising rescue routes for unsuccessful deliveries.
• Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.
• Communicating relevant information to the customer service and management teams.
• Meeting individual daily key performance indicators (KPIs) and targets.
• Updating documentation to provide the business with visibility on key metrics and information.

Qualifications

• 1–3 years of experience in LiveOps or frontline Customer Service.
• Excellent telephone manner and strong communication skills.
• IT-literate and confident in navigating between applications quickly.
• Ability to work well under pressure to meet demand.
• Ability to prioritise workload effectively.
• Active team player with a passion for delivering outstanding support service.
• Previous live chat experience is desirable.
• Previous LiveOps support experience in a fast-paced environment is desirable.

Requirements

• Aim with Precision: Define problems clearly and measure your impact meticulously.
• Play to Win: Chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction.
• 1% Better Every Day: Believe that small, consistent improvements lead to exponential growth.
• All In, All the Time: Show up and step up; take ownership from start to finish.
• People-Powered Greatness: Invest in your teammates and build trust through high standards and shared success.
• Grow the Whole Pie: Seek out win-win solutions for merchants, couriers, and customers.

Company Description

• Relay is fundamentally reshaping how goods move in an online era.
• Backed by Europe’s largest-ever logistics Series A ($35M) and a recently closed Series B ($95M).
• Assembling the most talent-dense team the logistics industry has ever seen.
• Relay’s Mission: Free commerce from friction.
• Envisioning a world where more goods move more freely between more people.