Live Operations Agent - Bulgaria Remote

Relay Technologies; Remote; GBP 25,000 - 35,000; Full time

Job summary

A forward-thinking logistics company in the UK is seeking a motivated Live Operations Agent to provide support to couriers and ensure efficient operations. The role involves answering inbound chats, delivering instructions, and monitoring live routes to enhance service quality. Candidates should possess experience in customer service, strong communication skills, and the ability to work under pressure. This position is ideal for team players focused on delivering outstanding support. Join a dynamic team committed to innovation and sustainability.

Qualifications

• 1–3 years of experience in LiveOps or frontline Customer Service.
• Excellent communication skills and strong telephone manner.
• Ability to work under pressure and prioritize workload effectively.

Responsibilities

• Support couriers with routing via inbound chats.
• Deliver clear instructions to couriers over the phone.
• Monitor live routes and take necessary actions.
• Organize rescue routes for unsuccessful deliveries.
• Contact couriers to fill shifts as needed.
• Communicate relevant information to management.
• Meet daily key performance indicators (KPIs).
• Update documentation for visibility on key metrics.

Skills

Excellent telephone manner

Strong communication skills

IT literacy

Ability to prioritize workload

Active team player

Job description

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen

Relay’s Mission is to free commerce from friction. Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people, making the online shopping experience seamless and accessible to everyone.

THE TEAM

• ~90 people, more than half in engineering, product and data
• 45+ advanced degrees across computer science, mathematics and operations research
• Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle
• An intellectually vibrant culture of first‑principles thinking, tight feedback loops and relentless experimentation

Live Operations Agent

Company mission

In the future, almost everything we consume will simply materialise on our doorsteps – what we call “e-commerce” today will simply be “commerce” tomorrow. But if we continue on today’s trajectory, the growth of e-commerce risks damaging the environment, alienating our communities, and straining the bottom‑line for small businesses.

Relay is an e-commerce-native logistics network. We are built from the ground up for environmental, social, and economic sustainability. By building from the ground up we are able to entirely rethink both the middle and last mile enabling us to reduce the number of miles driven to deliver each parcel, lower carbon emissions, and lower costs, all while channelling funds to community members.

At the same time, we’re fixing the last broken aspect of e-commerce for consumers: delivery. As shoppers, we should have complete control over when and how we receive our purchases, and we should be able to return unwanted items as easily as we ordered them. That’s why whenever you buy from a merchant powered by Relay, you’ll be able to reschedule your delivery at any time. And if you don’t like what you ordered, at the tap of a button we’ll send someone to pick it up.

To orchestrate this complex ballet, Relay relies on a wide range of technologies, from advanced routing and planning to sophisticated user experiences that guide our team members on the ground.

About the role

We are looking for a motivated Live Operations Agent to support our couriers with routing and collaborate with internal teams to ensure smooth and efficient operations at Relay. You will be responsible for:

• Answering inbound chats from couriers quickly and efficiently.
• Delivering clear, high-quality instructions to couriers over the phone while they are on the road.
• Monitoring the progress of live routes and taking action when necessary.
• Intervening and organising rescue routes for unsuccessful deliveries.
• Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business.
• Communicating relevant information to the customer service and management teams.
• Meeting individual daily key performance indicators (KPIs) and targets.
• Updating documentation to provide the business with visibility on key metrics and information.

You might be a great fit for this role if...

• You have 1–3 years of experience in LiveOps or frontline Customer Service.
• You have an excellent telephone manner and strong communication skills.
• You’re IT‑literate and confident in navigating between applications quickly.
• You can work well under pressure to meet demand.
• You have the ability to prioritise your workload effectively.
• You're an active team player with a passion for delivering outstanding support service.
• Previous live chat experience is desirable
• Previous LiveOps support experience in a fast‑paced environment is desirable

Who Thrives at Relay?

• Aim with Precision: You define problems clearly and measure your impact meticulously.
• Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction.
• 1% Better Every Day: You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience.
• All In, All the Time: You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts.
• People‑Powered Greatness: You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success.
• Grow the Whole Pie: You seek out win‑win solutions for merchants, couriers, and our customers, because when they thrive, so do we. If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect.

Relay is an equal‑opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.