Customer Support Specialist - Driver Communications
Scalesource · Remote · $1,200–$1,500/month (stated in the posting)
Customer Support Specialist – Driver Communications
Location: Remote
Industry: Logistics / On-Demand Delivery
Employment Type: Full-Time
Compensation: $1,200–$1,500 USD/month
Schedule: 4 shifts per week | 10 hours per shift | Variable schedule + weekend coverage
About the Role
We are looking for a highly experienced Customer Support Specialist – Driver Communications to support a fast-paced, technology-driven logistics operation.
This is not a traditional customer service position. The role requires someone who is already comfortable working in a high-volume, real-time support environment where multiple conversations, operational issues, and changing priorities must be handled simultaneously.
The ideal candidate has previous experience in high-volume chat support, logistics, transportation, delivery operations, driver support, dispatch, or another fast-paced operational environment.
Key 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.
- Help maintain a reliable and positive experience for the driver network.
Mandatory 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.
Strongly Preferred Experience
- Logistics or transportation operations.
- Last-mile delivery or on-demand delivery platforms.
- Driver or courier support.
- Dispatch or fleet operations.
- Field operations.
- Ride-sharing or gig-economy platforms.
- High-volume BPO/customer support environments.
- Real-time operational support involving urgent issue resolution.
- Experience supporting drivers, couriers, contractors, or other field-based teams is a significant advantage.
Skills & Competencies
- Excellent written communication and fast response times.
- Strong multitasking and prioritization skills.
- Detail-oriented, organized, and reliable.
- Strong problem-solving and escalation judgment.
- Comfortable working under pressure in fast-paced environments.
- Adaptable, accountable, and effective in remote teams.
Schedule & Availability – Important
This role requires significant schedule flexibility. Candidates should carefully review these requirements before applying.
- Four (4) shifts per week.
- 10 hours per shift.
- Schedule is established one month at a time.
- Workdays may change from week to week.
- Shift start times may vary.
- Approximately 3–4 weekend shifts per month.
- Weekend shifts may fall on Saturday and/or Sunday.
Why Join?
- 100% remote opportunity.
- Work with a fast-moving U.S.-based logistics operation.
- Gain direct exposure to driver communications and real-time operations.
- Join a collaborative, performance-driven remote team.
- Opportunity for professional growth based on performance and demonstrated capabilities.
Proactive Recruiting: We’re actively building our talent network for current and upcoming client opportunities. While this posting may not represent an immediate opening, qualified candidates may be considered as matching roles become available.