Live Operations Agent - Bulgaria Remote

Relay is an e-commerce-native logistics network. 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.

Responsibilities

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

Requirements

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

Nice to have

Previous live chat experience; Previous LiveOps support experience in a fast-paced environment