Operations Experience Representative

Job Title: Operations Experience Representative
Location: Remote – Colombia
Type of Contract: Full-Time (Employee via EOR – RemoFirst)
Salary Range: Market Rates
Language Requirements: English (Professional proficiency required)

We are seeking a skilled Operations Experience Representative with 2–3 years of experience in logistics, transportation, or tech-enabled marketplaces to join our growing team. You will play a key role in supporting, coaching, and retaining our driver and customers network while ensuring timely order fulfillment and operational excellence. Your work will directly impact driver and customer satisfaction, platform performance, and customer delivery success.

Key Responsibilities

• Provide high-touch support to drivers and customers via inbound and outbound calls, chats, and emails in a fast-paced environment
• Monitor and manage network orders to ensure timely fulfillment and high customer satisfaction
• Coach drivers on performance improvement, platform usage, and on-time delivery expectations
• Educate drivers on product features, quality standards, and operational best practices
• Build strong relationships with drivers and customers to increase engagement, retention, and platform utilization
• Help customers with documentation, platform usage and any request.
• Leverage AI tools (e.g., Claude, ChatGPT) to optimize workflows and enhance operational efficiency

Must-Have Qualifications

• 2–3 years of experience in logistics, transportation, customer support, or a tech-enabled marketplace
• Proven ability to manage high-volume communication while maintaining quality and efficiency
• Experience using CRM platforms to manage driver or customer interactions
• Strong problem-solving and analytical skills, with the ability to identify patterns and recommend solutions
• Advanced English proficiency (spoken and written) with strong interpersonal communication skills
• Candidates will be assigned to one of the following schedules based on business needs:
• Wednesday–Sunday, 11:00 AM–8:00 PM CST
• Saturday–Sunday, 7:00 AM–4:00 PM CST and Monday–Wednesday, 4:00 PM–1:00 AM CST
• Comfortable using AI-based tools or demonstrating a strong interest in adopting AI for workflow improvement

Preferred Qualifications

• Bachelor's degree (assumed based on standard hiring preferences)
• Experience in driver operations, gig economy platforms, or last-mile delivery environments
• Hands-on experience with AI tools (e.g., Claude) for automation, analysis, or productivity improvements