Live Operations Agent

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Responding promptly and effectively to inbound chats from couriers.

• Providing clear and high-quality instructions to couriers over the phone while they are in transit.

• Monitoring the status of live routes and taking necessary actions.

• Organising rescue routes for deliveries that were unsuccessful.

• Contacting couriers to fill shifts, ensuring that deliveries are completed within the expected timeframe and at minimal cost to the business.

• Relaying pertinent information to the customer service and management teams.

• Achieving individual daily key performance indicators (KPIs) and targets.

• Updating documentation to give the business visibility on essential metrics and information.

⛳️ Requirements

• 1–3 years of experience in LiveOps or frontline Customer Service.

• You possess an excellent telephone manner and strong communication skills.

• You are IT-savvy and can navigate between applications quickly and confidently.

• You handle pressure well and can meet demanding situations.

• You can prioritise your workload efficiently.

• You are a proactive team player with a commitment to providing exceptional support service.

• Previous experience in live chat support is preferred.

• Prior LiveOps support experience in a fast-paced setting is advantageous.

🏝️ Benefits

• Relay is an equal-opportunity employer dedicated to diversity, inclusion, and creating a workplace where everyone can thrive.