Customer Service Operations Representative

About the role

Join the Customer Operations Team at Curri to ensure every delivery is successful. This position involves solving problems and contributing to operational strategies in a fast-paced setting. You will help shape the company's growth and improve logistics. In this capacity, you are the frontline of the customer journey, directly influencing brand perception and retention. Your daily actions will resolve immediate issues while providing data-driven insights for long-term process enhancement. You will act as a vital link between the customer, the driver, and the internal operations framework. Success in this role requires adaptability and a proactive mindset to handle evolving challenges. You will play a key role in optimizing the end-to-end delivery workflow.

Key facts

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Location: USA

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Engagement: Full-time

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Compensation: $21 per hour, plus equity

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Team: Customer Operations

What you'll do

• Orchestrate the complete delivery lifecycle from initial customer booking through to final drop-off confirmation, managing every touchpoint to ensure a seamless experience.
• Serve as the primary point of contact for customers and drivers, delivering exceptional support via chat and phone channels to resolve inquiries and concerns promptly.
• Facilitate clear and timely communication with contacts at pickup and drop-off locations to guarantee seamless delivery completion and address any last-minute changes.
• Analyze operational metrics and provide actionable feedback aimed at identifying and resolving logistics bottlenecks, contributing directly to process optimization.
• Utilize G-Suite applications, including Google Docs and Google Sheets, to maintain accurate records, generate process documentation, and track delivery details with precision.
• Escalate complex customer issues to appropriate departments while maintaining ownership until resolution is achieved, ensuring customer satisfaction is never compromised.
• Monitor delivery statuses to proactively identify potential delays and implement contingency plans when necessary to uphold service standards.
• Collaborate with cross-functional teams to align on operational improvements and enhance the overall customer experience through shared insights.
• Document interactions and outcomes meticulously to ensure continuity and support quality assurance reviews and operational audits.
• Contribute to the development of standard operating procedures that drive efficiency and consistency in service delivery, helping to scale best practices.

Requirements

• Maintain a positive attitude and demonstrate a genuine desire to learn in a dynamic startup environment where processes and technologies are constantly evolving.
• Exhibit strong critical thinking abilities to assess problems from multiple angles and determine effective, independent solutions under pressure.
• Possess excellent communication skills, both written and verbal, to interact professionally with all stakeholders, including customers, drivers, and team members.
• Deliver high-level customer service capabilities, ensuring satisfaction and trust are consistently upheld through empathetic and solution-oriented interactions.
• Show proficiency with G-Suite applications, including Google Docs and Google Sheets, for daily task execution, reporting, and data organization.
• Adhere to company policies and procedures with a high degree of integrity and reliability, ensuring compliance and ethical conduct in all activities.
• Thrive in a fast-paced setting where adaptability and quick decision-making are essential to manage multiple priorities and urgent requests.
• Commit to working collaboratively within a remote team structure, leveraging digital tools for effective communication, coordination, and team cohesion.

Practical notes

This role provides the opportunity to work for a growing startup where individual contributions can have a significant impact on operational success. The position is full-time and remote, located in the Miami, FL area, offering flexibility without the need for daily office attendance. The compensation package includes a competitive hourly rate of $21, comprehensive health benefits covering health, dental, and vision, a 401K retirement plan, and an equity compensation grant to align your interests with the company's growth trajectory. There are no specified working hour limits, travel requirements, visa sponsorship details, or application deadlines provided in the source material. You are encouraged to apply if you meet the outlined requirements and are eager to contribute to a scalable logistics operation.