Live Operations Agent

About the role

This position places you at the operational heart of Relay's rapidly expanding logistics network, where you will serve as the vital link between our technology and the couriers who execute on the ground. You own the real-time resolution of delivery issues, ensuring that each parcel maintains its momentum from dispatch to final handoff without unnecessary delay. In this capacity, you will directly uphold the company mission by safeguarding the reliability that allows e-commerce to feel seamless and trustworthy for everyday people. You will translate complex routing data into clear, human‑friendly guidance that keeps couriers moving efficiently across their routes. Additionally, you will act as an early warning system, identifying systemic disruptions and escalating insights that protect both the customer experience and business outcomes. You will collaborate closely with internal stakeholders to coordinate interventions that preserve on‑time performance while respecting courier capacity and community wellbeing. Ultimately, your work will ensure that the intricate choreography of pickups, sorting, and last‑mile delivery remains balanced and resilient even under peak demand.

Key facts

What you'll do

• Answer inbound chats from couriers quickly and efficiently, triaging their needs and providing immediate guidance.
• Deliver clear, high-quality voice instructions to couriers over the phone while they are on the road, adapting to dynamic traffic and route conditions.
• Monitor the progress of live routes in real time, analysing deviations and taking corrective action to keep deliveries on schedule.
• Intervene and organise rescue routes for unsuccessful deliveries, minimising failed attempts and maximising first‑time success.
• Contact couriers to fill open shifts, optimising coverage to ensure deliveries are completed within the desired timescale at minimal cost to the business.
• Communicate relevant operational updates and insights to the customer service and management teams to align expectations and decision‑making.
• Meet individual daily key performance indicators (KPIs) and targets, maintaining high standards of accuracy, speed, and reliability.
• Update operational documentation to provide the business with visibility on key metrics, bottlenecks, and opportunities for improvement.
• Escalate complex or high‑risk situations to appropriate specialists, ensuring that critical issues receive timely and expert attention.
• Support continuous improvement by proposing practical process tweaks that enhance courier efficiency and customer satisfaction.
• Validate data integrity across systems, flagging inconsistencies that could impact routing, forecasting, or courier pay.
• Participate in periodic training and knowledge‑sharing sessions to stay current on tools, policies, and best practices.
• Act as a calm, reassuring presence during high‑pressure periods, helping to de‑escalate tensions with merchants and end‑customers.
• Contribute ideas on workload balancing and shift planning that respect local constraints and promote sustainable courier workflows.

Requirements

• You have 1-3 years of experience in LiveOps or frontline Customer Service, demonstrating comfort in fast‑paced, technology‑driven environments.
• You possess an excellent telephone manner and strong communication skills, able to convey precise instructions in a concise and empathetic manner.
• You are IT‑literate and confident in navigating between multiple applications quickly, using tools, dashboards, and chat interfaces without difficulty.
• You can work well under pressure to meet demand, maintaining composure and accuracy during peak volumes or service disruptions.
• You have the ability to prioritise your workload effectively, balancing competing demands while focusing on high‑impact tasks.
• You are an active team player with a passion for delivering outstanding support service, collaborating closely with colleagues to achieve shared goals.
• Previous live chat experience is desirable, as much of your coordination with couriers will occur through text‑based channels.
• Previous LiveOps support experience in a fast‑paced environment is desirable, given the operational tempo and the need for rapid decision‑making.
• You are based in Bulgaria and able to work the required hours, aligning with Relay's operational schedule in the region.
• You hold the necessary legal right to work in Bulgaria, ensuring compliance with local employment regulations.
• You demonstrate strong attention to detail, reducing the risk of miscommunication that could affect deliveries or courier pay.
• You show resilience and adaptability, adjusting your approach as routes, policies, and tools evolve over time.
• You are comfortable working with structured processes but can also improvise when faced with unusual or unforeseen scenarios.
• You maintain a professional demeanor in all interactions, representing Relay's brand and values consistently.

Nice to have

• Familiarity with logistics or e‑commerce operations, which would help you understand the context behind routing decisions and delivery constraints.
• Experience working with routing or dispatch software, enabling you to interpret system outputs and explain them clearly to couriers.
• Background in data analysis or reporting, supporting your ability to interpret key metrics and identify trends that inform operational improvements.
• Exposure to customer‑facing roles in high‑volume environments, where you have managed stress and maintained service quality.
• Any experience with sustainable or environmentally conscious logistics initiatives, aligning with Relay's focus on reducing the impact of commerce.

Practical notes

This role is full‑time and based in Bulgaria. The position requires adherence to Relay's operational hours, which may include shifts that overlap with peak delivery windows in local time. Travel is not required, as the role is office‑based and supported by remote collaboration tools. Candidates must be able to start promptly within the posted timeframe, as coverage is needed to maintain continuity across the network.