Operations Experience Representative

Operations Experience Representative

Location: Remote – Colombia
Employment Type: Full-Time (Employee via EOR – RemoFirst)
Salary Range: Market Rates
Language Requirements: Professional English proficiency (spoken and written)

About the Role

We are looking for an Operations Experience Representative to join our growing Platform Operations team. In this high-impact role, you'll serve as the primary point of contact for both drivers and customers, ensuring an exceptional experience while supporting efficient order fulfillment across our platform.

You'll combine customer support, driver coaching, operational coordination, and problem-solving to improve platform performance, strengthen relationships, and drive customer and driver satisfaction. This is an ideal opportunity for someone who thrives in a fast-paced, technology-driven environment and enjoys working cross-functionally to solve operational challenges.

Key Responsibilities

• Provide exceptional support to drivers and customers through inbound and outbound phone calls, emails, and chat.
• Monitor network orders to ensure timely fulfillment and successful deliveries.
• Coach and educate drivers on platform usage, quality standards, delivery expectations, and performance improvements.
• Build strong relationships with drivers to increase engagement, retention, and platform utilization.
• Assist customers with documentation, platform navigation, order updates, and issue resolution.
• Troubleshoot operational and basic technical issues, collaborating with internal teams when needed.
• Accurately document all customer and driver interactions within the CRM system.
• Gather customer and driver feedback, identify recurring trends, and share insights with Product, Operations, and Leadership teams.
• Coordinate order adjustments and administrative workflows across internal teams to ensure seamless execution.
• Collaborate with cross-functional teams to continuously improve processes and service quality.
• Utilize AI tools such as Claude, ChatGPT, and Perplexity to improve workflows, productivity, and operational efficiency.
• Support quarterly operational initiatives and continuous improvement projects.

Must-Have Qualifications

• 2–4 years of experience in logistics, transportation, customer support, or a high-volume tech-enabled marketplace.
• Experience managing high-volume customer or driver communications while maintaining excellent service quality.
• Experience using CRM platforms (such as Intercom or similar) to manage interactions and maintain accurate documentation.
• Strong analytical and problem-solving skills with the ability to identify trends and recommend improvements.
• Excellent verbal and written English communication skills.
• Strong multitasking, organization, and time management skills.
• Comfortable working in a fast-paced startup environment with changing priorities.
• Comfortable using AI tools (such as Claude, ChatGPT, or Perplexity) for productivity, automation, or workflow optimization.
• Positive, proactive, and collaborative mindset with a passion for delivering exceptional customer experiences.

Preferred Qualifications

• Bachelor's degree in Business, Communications, Operations, or a related field.
• Experience supporting driver operations, gig economy platforms, or last-mile delivery environments.
• Advanced experience using Claude AI or other AI productivity tools.
• Experience working cross-functionally with Product, Operations, or Customer Success teams.

Schedule

Candidates will be assigned one of the following schedules based on business needs:

• 1st schedule:
  Wednesday–Sunday 11:00 AM – 8:00 PM CST ( Monday and Tuesday off)
  
• 2nd Schedule:
  Saturday and Sunday 7:00 AM – 4:00 PM CST and Monday to Wednesday 4:00 PM – 1:00 AM CST (Thursday and Friday off)

This is a fully remote position for candidates located in Colombia.