Delivery Specialist

Roam; Toronto; On-site; CAD 45,000 - 60,000; Full time

Benefits offered by this job

Comprehensive benefits plan

Four weeks paid vacation

Job summary

Roam is seeking a Service Delivery Coordinator in Toronto to manage daily subscriptions, ensuring excellent customer experiences. You will oversee vehicle inspections and coordinate between departments to keep operations smooth.

The ideal candidate has customer service experience and strong communication skills, with a focus on attention to detail and a proactive attitude. Benefits include a comprehensive plan and four weeks paid vacation.

Qualifications

• Minimum one year of post-secondary education or experience.
• Experience in customer-facing roles for one to two years.
• Valid Ontario driver’s license with a clean abstract.
• Strong written and verbal communication skills.
• Ability to adapt to unexpected changes.

Responsibilities

• Ensure smooth customer pick-up, drop-off, and service.
• Perform vehicle inspections as cars are picked up and dropped off.
• Build clean repair orders and service tickets in systems.
• Schedule and confirm valet pick-ups and drop-offs.
• Process payments and reconcile service tickets.

Skills

Customer service

Communication skills

Attention to detail

Problem-solving

Multi-tasking

Education

Post-secondary education or equivalent experience

Tools

Zoho

HubSpot

Job description

About Roam

Roam is the Canadian leader in the emerging car subscription market. Since launching in 2020, we have grown rapidly and are now expanding with the vision of becoming the modern automotive group, offering subscriptions, leasing, sales and fleet management for both consumers and businesses. Our mission is to improve the way people access and own cars because we believe mobility is an essential part of modern life. Roam is backed by world‑class investors including Mantella Venture Partners and Mistral Venture Partners. Roam is profitable, growing fast and is headquartered in Toronto, Canada with offices and garages across the GTA. The automotive industry is undergoing a massive transformation, from electric and autonomous vehicles to entirely new mobility models like ours. It is an exciting time to be shaping the future of transportation in Canada.

The Service Delivery Coordinator Is

• The owner of the day‑to‑day Roam Subscription experience, ensuring every customer pick‑up, drop‑off and service visit runs smoothly from check‑in to hand‑off.
• Customer facing and directly responsible for delivering a best‑in‑class customer experience to Roam subscribers throughout every appointment.
• The connective tissue between Sales, CX and Operations, keeping vehicles moving and customers informed.
• Comfortable working in a fast‑paced environment and able to juggle multiple priorities appropriately.
• In person 5 days a week at our Etobicoke location; schedule may vary from 8:00 a.m. to 6:00 p.m. depending on business needs.

You Will Be Responsible For

• Greeting customers warmly upon arrival at the service drive, walking the vehicle and accurately documenting concerns, service history and requested repairs or maintenance.
• Performing incoming and outgoing vehicle inspections as customers drop off and pick up vehicles.
• Building clean repair orders and service tickets in our systems, capturing customer‑reported issues, recommended services, parts, timing and pricing.
• Coordinating with our Operations, Sales and CX teams throughout the day to keep every vehicle moving on schedule.
• Scheduling and confirming valet pick‑ups, drop‑offs and service appointments via phone, email and online platforms while optimizing Roam workload.
• Processing payments, online bookings and required signatures at hand‑off and reconciling the day’s tickets at close.
• Serving as a key liaison between customers, sales and operations to ensure clear communication throughout the subscription and service experience.
• Keeping the service drive, customer lounge and front of house welcoming, clean and organized for incoming customers.

Ideal Candidates Have

• At least one year of post‑secondary education or experience.
• Worked in customer‑service facing roles for a minimum of one‑two years.
• A valid Ontario driver’s licence with a clean abstract; you will be moving customer vehicles short distances on‑site.
• Enthusiasm for helping people and an approach to problem‑solving on a personal level.
• Strong written and verbal communication skills.
• Attention to detail (you will be inspecting vehicles daily) and timekeeping.
• Exceptional engagement and substantial availability during peak seasons (summer holidays, spring break, winter holidays).
• Strength to adapt and prioritize unexpected changes or emergency tasks.
• A highly motivated, proactive, "Get it Done" attitude.

People best for this role have previously worked as, or have experience using the following tools

• A service advisor, service coordinator or delivery coordinator at a dealership.
• A retail sales associate in a high‑volume, customer‑facing environment.
• A customer‑service representative at a dealership, rental agency or similar.
• A customer‑facing administrator or coordinator.
• A front desk or guest services associate in hospitality.
• Comfortable using Zoho, HubSpot or other similar CRMs and service workflow tools.

Our team culture

We are a tight‑knit, ambitious team led by experienced entrepreneurs and operators who thrive on solving complex problems, moving fast and delivering a remarkable customer experience. We also offer a comprehensive benefits plan and four‑weeks paid vacation.

We Value

• Extreme ownership
• Curiosity and a growth mindset
• Collaboration and kindness
• Focus and resilience
• A sense of humour