Live Operations Agent - Bulgaria Remote

Overview

Live Operations Agent – Bulgaria Remote role at Relay Technologies

Relay is an e-commerce-native logistics network built from the ground up for environmental, social, and economic sustainability. By rethinking the middle and last mile Relay reduces the number of miles driven, lowers carbon emissions, and lowers costs, all while channelling funds to community members.

At Relay, we fix the last broken aspect of e-commerce for consumers: delivery. You’ll be able to reschedule your delivery at any time, and if you don’t like what you ordered, we’ll arrange a pickup with the tap of a button.

About The Role

We are looking for a motivated Live Operations Agent to support our couriers with routing and collaborate with internal teams to ensure smooth and efficient operations at Relay.

Responsibilities

• Answer inbound chats from couriers quickly and efficiently.
• Deliver clear, high-quality instructions to couriers over the phone while they are on the road.
• Monitor the progress of live routes and take action when necessary.
• Intervene and organise rescue routes for unsuccessful deliveries.
• Contact couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.
• Communicate relevant information to the customer service and management teams.
• Meet individual daily key performance indicators (KPIs) and targets.
• Update documentation to provide the business with visibility on key metrics and information.

You might be a great fit for this role if…

• You have 1–3 years of experience in LiveOps or frontline Customer Service.
• You have an excellent telephone manner and strong communication skills.
• You’re IT-literate and confident in navigating between applications quickly.
• You can work well under pressure to meet demand.
• You have the ability to prioritise your workload effectively.
• You\’re an active team player with a passion for delivering outstanding support service.
• Previous live chat experience is desirable.
• Previous LiveOps support experience in a fast-paced environment is desirable.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Consumer Services

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