Operations & Customer Support Associate

About the Role:

We are seeking a highly organized, dependable, and customer-focused Operations & Customer Support Associate to become a key member of our operations team. This role serves as the primary connection between our clients, drivers, and internal team, ensuring deliveries are coordinated efficiently while providing exceptional customer support and administrative assistance.

In addition to dispatch coordination, this role plays an important part in managing accounts receivable follow-ups, collections, administrative tasks, and weekend phone coverage. The ideal candidate is proactive, detail-oriented, comfortable communicating with U.S.

-based customers, and enjoys taking ownership of day-to-day operational responsibilities that keep the business running smoothly.

If you're someone who thrives in a fast-paced environment, enjoys solving problems, and takes pride in staying organized while supporting multiple aspects of the business, we'd love to hear from you.

Key Responsibilities
Operations & Dispatch Coordination

• Receive incoming delivery requests via phone, email, and direct platform entries.
• Accurately input orders into the dispatch platform (Courie.ai).
• Assign jobs to available drivers based on roster availability and schedules.
• Monitor dispatch confirmations and follow up with drivers when needed.
• Call drivers directly if orders remain unconfirmed within required timelines.
• Track active deliveries and update statuses in real time.
• Coordinate with drivers and the operations team to resolve delivery issues quickly and efficiently.

Customer Service & Communication

• Answer inbound calls and messages from clients and drivers.
• Provide ETA updates, delivery progress, and status confirmations.
• Resolve common delivery issues such as failed attempts, pickup delays, address discrepancies, and recipient unavailability.
• Follow escalation procedures and routing guidelines for non-standard scenarios.
• Maintain professional, solution-oriented communication during urgent situations.
• Provide reliable weekend phone coverage during the following schedule:
  • Saturday: 4:00 PM – 10:00 PM EST
  • Sunday: 8:00 AM – 10:00 PM EST
• During low-volume weekend hours, remain available to answer incoming calls while completing administrative tasks.

Administrative & Operations Support

• Follow up with customers regarding outstanding invoices and overdue payments.
• Send follow-up and collection emails for outstanding invoices.
• Make follow-up calls regarding outstanding balances when appropriate.
• Assist with basic accounts receivable and collections activities.
• Download operational reports and organize files into designated folders.
• Respond to routine client follow-up emails.
• Maintain accurate records and ensure documentation is updated daily.
• Support the operations team with ad hoc administrative tasks as needed.
• Assist with general virtual assistant and administrative responsibilities that improve operational efficiency.

Qualifications & Skills

• 2+ years of experience in dispatching, logistics coordination, customer service, virtual assistance, administrative support, or similar operations support roles.
• Strong spoken and written English with confidence speaking to U.S.
  
  -based clients and drivers.
• Excellent customer service and communication skills with a professional, solution-oriented approach.
• Highly organized with strong multitasking ability in fast-moving environments.
• Excellent attention to detail—able to manage addresses, schedules, delivery updates, invoices, and customer records accurately.
• Comfortable learning and navigating web-based systems and new software tools.
• Calm, resourceful, and proactive when handling urgent issues.
• Comfortable following up with customers regarding outstanding payments via email and phone.
• Reliable internet connection and quiet remote work environment.
• Available to work during U.S. Eastern Time business hours, including required weekend coverage.

Nice to Have

• Previous experience in courier, transportation, delivery, or last-mile logistics operations.
• Experience as a Virtual Assistant, Administrative Assistant, or Operations Assistant.
• Familiarity with dispatch platforms, CRM systems, or routing tools.
• Experience handling invoicing, collections, accounts receivable, or basic bookkeeping tasks.
• Experience using Quick Books or similar accounting software.
• Prior experience supporting U.S.
  
  -based customers or operations teams.