Roadie

Role Description Our Support team is the front line of the Roadie experience, serving as the trusted first point of contact for our community. We’re looking for a Customer Support Specialist who thrives from helping people, brings strong communication and problem-solving skills, and genuinely puts the customer first. In this role, you’ll become an expert in our mobile and web-based tools, playing a critical part in keeping our logistics services running smoothly while delivering exceptional experiences to our users. This is a full-time role on a 4-day workweek, with schedules that may include evenings, weekends, and holidays—perfect for someone who enjoys flexibility and fast-paced, meaningful work. - Provide phone, email, and text-based support to Roadie customers, partners, users, and other community members - Address all customer concerns politely, using active listening skills to understand and confirm the information - Balance efficiency and speed in addressing questions or issues with ensuring a high-quality customer experience - Proactively monitor in-progress deliveries and take corrective action when necessary - Manage non-standard delivery situations with professionalism, empathy, and urgency - Effectively use Salesforce and other internal tools to accurately log interactions and solve issues - Collaborate with team members from various Roadie departments to ensure seamless delivery experience Qualifications - 2+ year customer service experience, optimally with a technology or logistics company - Strong written and verbal communication skills, with the ability to interact and connect with many types of personalities - Able to quickly and efficiently problem solve and troubleshoot - Comfortable with a fast-paced environment and changing requirements - Ability to receive and implement feedback to continuously improve quality of support provided to customers - Proactive and able to comfortably navigate through uncertainty and ambiguity - Must have the ability to work a schedule comprised of non-standard hours, including evenings and weekends - Experience with Salesforce, a plus! Benefits - Competitive total rewards package - 100% company-paid health insurance for yourself - 401(k) with company match - Tuition & student loan repayment assistance - yes, we’ll contribute directly to your student loans! - Remote-first environment - Generous PTO - Inclusive family leave policy that supports all new parents - Paid Wellness Days in addition to Company holidays - Monthly WFH stipend - Paid sabbatical leave - tenured Roadies are given extra time to unplug, rest, and explore - The technology you need to get the job done

• Contribute to and drive the strategic direction for Trust & Safety, translating team priorities and risk insights into measurable OKRs and operational roadmaps • Directly manage Trust & Safety Leads, coaching and developing them to build a high-performing, accountable organization with strong ownership of KPIs, quality, and service levels • Own end-to-end risk mitigation strategy across Critical Response, Compliance, and Claims, ensuring scalable, consistent, and defensible decision-making frameworks • Leverage data to identify trends, forecast emerging risks, drive operational improvements, delivering regular reporting to the Director and other stakeholders • Partner cross-functionally with Legal, Product, Engineering, Operations, and CX leadership to shape policy, influence product and technology decisions, and implement scalable risk mitigation solutions that support strategic Trust & Safety objectives and operational effectiveness • Drive operational scale and efficiency, identifying systemic gaps and leading initiatives across tooling, automation, and process optimization • Oversee high-severity incidents and escalations, ensuring executive visibility, clear communication, and effective resolution • Ensure compliance with legal and regulatory standards, proactively adapting to evolving requirements and minimizing organizational risk exposure • Champion a culture of sound judgment, accountability, and continuous improvement, raising the bar for decision quality and risk ownership across the team • Lead change management initiatives, guiding the department through process, policy, and structural evolution

• Help review and organize outdated or redundant project items within Jira and related tools • Support documentation efforts by updating process guides, templates, and team resources • Collaborate with team members to identify opportunities for improving project organization and workflow consistency • Assist with meeting coordination, note-taking, action item tracking, and follow-up communication • Help prepare project summaries, status updates, and internal documentation • Participate in PM and Scrum team meetings to gain exposure to Agile project management practices • Assist with creating and maintaining Jira dashboards, reports, and tracking systems to help support project visibility and organization • Support the Project Manager with day-to-day operational and coordination tasks

• Collaborate with CX stakeholders to conduct needs assessments, identify learning objectives and appropriate learning strategies for the CX team • Design, develop, and implement a variety of instructional materials, including digital learning materials, presentations, tutorials, videos, job aids, and other resources, using instructional design principles and best practices • Create interactive and engaging learning experiences that cater to diverse learning styles and preferences • Conduct learning evaluations to measure the effectiveness and impact of learning interventions, from reaction through results • Continuously iterate and improve upon instructional materials based on content feedback from facilitators, learnings and need analysis data • Stay abreast of industry trends and emerging technologies in instructional design and adult learning to inform the development of innovative learning solutions • Collaborate with external vendors and partners as needed to augment in-house expertise and resources • Provide guidance and support to internal teams and stakeholders on instructional design principles and best practices

• Work cross-functionally with the InfoSec, SRE, and Engineering teams • Keep up to date with current vulnerabilities in the DevOps space, patch, mitigate, or procure acceptance of the vulnerability by InfoSec standards • Check code and repositories for insecure coding practices and work with Engineering teams to remediate • Work closely with InfoSec to create and maintain Secure SDLC training • Conduct security based quality assurance on pre-deployment packages, and seek approval or denial of those deployments based upon security findings • Conduct security based quality assurance such as dynamic and static code testing • Work closely with Compliance and Engineering teams to conduct pre-project risk assessments • Implement security checks and practices within CI/CD pipelines to ensure secure code deployment and infrastructure • Develop automation scripts and tools to streamline security processes, including vulnerability scanning, patch management, and incident response • Conduct security training and awareness programs for engineering teams to promote a security-first culture

• Own and optimize the calendar for blogs and press releases, ensuring Roadie’s digital presence stays dynamic, timely, and engaging • Develop and launch strategic email programs that amplify thought leadership and drive meaningful audience engagement • Grow and elevate Roadie’s LinkedIn presence through compelling copy, thoughtful content scheduling, active social listening, and performance reporting tied to key metrics • Support ongoing website content enhancements to keep messaging fresh, relevant, and impactful • Plan, build, and execute integrated multi-channel campaigns that align with broader marketing goals and strengthen brand voice • Contribute to PR initiatives through proactive media monitoring and identifying opportunities to amplify brand visibility • Analyze campaign and program performance, uncover insights, and share wins and learnings that fuel future success

• Contribute to the development of our warehousing mobile platform (e.g., order management, barcode scanning, RFID label printing, shipment tracking) • Write clean, maintainable, and well-tested code • Support ongoing improvements to core app functionality and assist with prototyping new features • Help integrate new scanning and printing devices into the mobile platform • Contribute to maintaining mobile repositories and supporting CI/CD workflows • Collaborate with engineering, product, operations, and design to deliver solutions • Partner with UX/UI designers to implement intuitive, user-friendly interfaces • Apply best practices to improve app performance, reliability, and maintainability • Occasionally travel to warehouse locations to better understand user needs and workflows

• Partner closely with the Product Lead to shape the vision, priorities, and day-to-day execution of the RoadieXD™ product roadmap • Engage regularly with internal stakeholders (Operations, Support, etc.) and external partners to understand goals, uncover root problems, and identify opportunities for improvement • Act as a subject matter expert for the Integrations team, clearly articulating how RoadieXD™ features work and ensuring partners understand product logic and capabilities • Collaborate cross-functionally with Engineering, QA, Data Science, and UX to bring product initiatives to life and navigate the technical details of implementation • Translate insights from stakeholders, data, and operations into clear product direction and actionable plans • Travel as needed to warehouse locations to gain firsthand understanding of operations and inform product decisions

• Audit existing components and patterns for usability, consistency, and accessibility compliance • Design and refine components in Figma, working closely with engineers to make sure what you build can ship • Use various research methods to inform and validate design system decisions • Turn insights into clear, practical improvements that make the system stronger • Write clear documentation that helps designers and engineers work more efficiently • Collaborate with stakeholders across design, product, and engineering to ensure what you design can actually ship

• Build and improve AI chatbot agents powered by LLMs, including retrieval-augmented generation (RAG), prompt engineering, and tool orchestration • Develop and refine fraud detection models using embeddings, semantic search, and rule-based systems • Design and maintain data pipelines, including ingestion, embedding, vector storage, and retrieval quality • Build evaluation frameworks to measure and improve AI agent accuracy and response quality • Collaborate with Engineering and Product teams to ship features end-to-end in a fast-paced, agile environment • Write clean, testable code and contribute to our AI platform and internal tooling • Gain exposure to technologies such as Python, FastAPI, LangChain, LangGraph, Google Gemini / Vertex AI, vector databases (pgvector, FAISS), AWS (EKS, S3), Docker, Kubernetes, Streamlit