Live Operations Agent - Bulgaria Remote

Live Operations Agent

Company mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom-line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground.

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.

You will be responsible for:

• Answering inbound chats from couriers quickly and efficiently.

• Delivering clear, high-quality instructions to couriers over the phone while they are on the road.

• Monitoring the progress of live routes and taking action when necessary.

• Intervening and organising rescue routes for unsuccessful deliveries.

• Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.

• Communicating relevant information to the customer service and management teams.

• Meeting individual daily key performance indicators (KPIs) and targets.

• Updating 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