Customer Support Specialist - Driver Communications
New
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ScalesourceLogistics, Delivery
Honduras. El Salvador. South Africa. Philippines. Mexico. BrazilFull-TimeMiddle
Salary1,200 - 1,500 USD per month
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Job Details
- Languages
- English (minimum C1 level)
- Experience
- 4+ years
- Required Skills
- Problem SolvingWritten communicationMultitaskingCustomer support
Requirements
- 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.
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.
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