Customer Safety and Security Advisor; II

Customer Safety and Security Advisor (Support II)

Load Up is a fast‑growing company that provides a transparent and convenient solution to on‑demand home services through our custom tech‑enabled order management and logistics platform. We match individuals and businesses with our network of service providers nationwide.

Load Up is a certified Great Place to Work® and is among Inc.’s list of the 5000 Fastest‑Growing companies four years in a row (2019–2023). We exist to glorify God by pursuing excellence in all we do, with a commitment to continual improvement, attention to detail, and integrity.

• Profit Drives Purpose – A profitable business enables us to fulfill professional and personal purpose.
• Right Shell – We continually evaluate whether our systems, processes, and people are right‑sized for agility.
• Own It – Everyone has a stake in the company and is accountable for their performance.
• Fellowship Matters – There is power in connection and collaboration.
• Live in Truth – We believe in winning the right way—honest, direct, and transparent.
• Action Over Words – Intentional action matters more than good intentions alone.
• Build to Last – We play the long game, building a company designed to endure.

This role focuses on customer safety matters, damage claims, and brand reputation management across reviews and social media platforms. You’ll work cross‑functionally to ensure timely resolutions, exceptional service outcomes, and lasting customer loyalty—while holding contractors accountable and continuously improving internal processes.

• Manage Load Up’s brand reputation across external review platforms and social media channels in real time.
• Respond to and resolve negative reviews using a solutions‑focused, professional approach.
• Facilitate and oversee end‑to‑end damage claim management, ensuring timely and fair resolutions.
• Track claim progress and resolution timelines in alignment with performance standards.
• Hold contractors accountable while prioritizing the best possible customer outcome.
• Triage and manage high‑impact customer escalations in partnership with internal teams.
• Collect, organize, and communicate customer and contractor feedback to leadership and relevant departments.
• Monitor review trends and customer feedback to identify risks, recurring issues, and service gaps.
• Serve as a cross‑functional liaison with Supply Operations, Product, Marketing, and other teams.
• Own, maintain, and continuously improve workflows, escalation paths, SOPs, and knowledge base documentation.
• Analyze customer conversations and claims data to recommend operational and experience improvements.
• Support additional initiatives and responsibilities in a fast‑growing, dynamic environment.

• 2–3+ years of experience in a support‑focused role (customer service, partner success, vendor or contractor management, or similar).
• Proven experience handling customer and/or contractor escalations.
• Strong written and verbal communication skills with a de‑escalation mindset.
• Excellent organization and attention to detail in high‑volume environments.
• Data‑driven approach with the ability to translate insights into action.
• Comfortable learning new tools, systems, and workflows quickly.
• Background in operations, customer experience, or marketing is a plus.

• Meaningful Impact:
  Protect customers and strengthen trust in the Load Up brand.
• Collaborative Team:
  Work cross‑functionally with teams that value partnership and accountability.
• Growth‑Focused Culture:
  Opportunities to improve processes and influence how we operate.
• Fast‑Paced Energy:
  No two days are the same—perfect for proactive problem solvers.

• Competitive Pay with Performance Incentives
• Medical, Dental, Vision, and Life Insurance
• FSA or HSA Options
• 401(k) with 5% Company Match
• Paid Time Off
• Employee Stipend Program
• Employee Recognition Program
• Employee Referral Program

Load Up is an equal‑opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.