Customer Support Specialist - Driver Communications

ScaleSource PH; Philippines; Remote; PHP 837,000 - 1,046,000; Full time

Benefits offered by this job

100% remote

U.S.-based operations

Professional growth

Job summary

ScaleSource PH is seeking a seasoned Customer Support Specialist – Driver Communications for a remote, fast-paced logistics operation.

You will provide real-time chat support to drivers, handle multiple conversations, troubleshoot issues, and coordinate with operations to keep drivers running smoothly.

This role emphasizes quick decision-making, high responsiveness, and a reliable remote setup, with weekend coverage and a flexible schedule.

Qualifications

• Minimum 4+ years of professional experience in customer support, operations, or logistics.
• Experience providing real-time support via live chat.
• Ability to manage multiple conversations and issues simultaneously.
• Excellent written English (C1) with clear, professional communication.
• Ability to learn and navigate multiple software platforms.
• Reliable high-speed internet and a remote-work setup.
• Full availability for a variable schedule including weekend coverage.

Responsibilities

• Provide high-volume, real-time chat support to drivers throughout shifts.
• Manage multiple active conversations and operational issues simultaneously.
• Respond to driver questions quickly, accurately, and professionally.
• Troubleshoot delivery, driver, scheduling, and operational issues in real time.
• Determine when issues can be resolved independently and when escalation is required.
• Escalate urgent or complex situations quickly to the appropriate internal team.
• Coordinate with operations and other teams to resolve driver-related issues.
• Follow established workflows, escalation procedures, and service standards.
• Adapt quickly to changing priorities, schedules, and operational requirements.
• Help maintain a reliable and positive experience for the driver network.

Skills

Written English (C1)

Multitasking

Problem-solving

Remote work

Job description

Customer Support Specialist – Driver Communications

Location: Remote
Industry: Logistics / On-Demand Delivery
Employment Type: Full-Time
Compensation: $1,200–$1,500 USD/month
Schedule: 4 shifts per week | 10 hours per shift | Variable schedule + weekend coverage

About the Role

We are looking for a highly experienced Customer Support Specialist – Driver Communications to support a fast-paced, technology-driven logistics operation.

This is not a traditional customer service position. The role requires someone who is already comfortable working in a high-volume, real-time support environment where multiple conversations, operational issues, and changing priorities must be handled simultaneously.

The ideal candidate has previous experience in high-volume chat support, logistics, transportation, delivery operations, driver support, dispatch, or another fast-paced operational environment.

Key Responsibilities

• Provide high-volume, real-time chat support to drivers throughout their shifts.
• Manage multiple active conversations and operational issues simultaneously.
• Respond to driver questions quickly, accurately, and professionally.
• Troubleshoot delivery, driver, scheduling, and operational issues in real time.
• Determine when an issue can be resolved independently and when escalation is required.
• Escalate urgent or complex situations quickly to the appropriate internal team.
• Coordinate with operations and other internal teams to resolve driver-related issues.
• Follow established workflows, escalation procedures, and service standards.
• Adapt quickly to changing priorities, schedules, and operational requirements.
• Help maintain a reliable and positive experience for the driver network.

Mandatory Requirements

• Minimum 4+ years of professional experience in Customer Support, Customer Service, Operations Support, Logistics Support, Dispatch, or a closely related position.
• Proven hands-on experience in a high-volume, fast-paced customer support or operations environment.
• Professional experience providing real-time support through live chat or similar instant communication channels.
• Demonstrated ability to manage multiple active customer conversations, requests, or operational issues simultaneously.
• Experience working with strict response-time expectations, service levels, queues, or other performance-driven support metrics.
• Excellent written English, minimum C1 level, with strong grammar, clarity, and professional communication.
• Strong problem-solving skills and ability to make decisions without constant supervision.
• Ability to learn and navigate multiple software platforms simultaneously.
• Reliable high-speed internet connection and appropriate remote-work setup.
• Full availability for the required variable schedule, including weekend coverage.

Strongly Preferred Experience

• Logistics or transportation operations.
• Last-mile delivery or on-demand delivery platforms.
• Driver or courier support.
• Dispatch or fleet operations.
• Field operations.
• Ride-sharing or gig-economy platforms.
• High-volume BPO/customer support environments.
• Real-time operational support involving urgent issue resolution.
• Experience supporting drivers, couriers, contractors, or other field-based teams is a significant advantage.

Skills & Competencies

• Excellent written communication and fast response times.
• Strong multitasking and prioritization skills.
• Detail-oriented, organized, and reliable.
• Strong problem-solving and escalation judgment.
• Comfortable working under pressure in fast-paced environments.
• Adaptable, accountable, and effective in remote teams.

Schedule & Availability – Important

This role requires significant schedule flexibility. Candidates should carefully review these requirements before applying.

• Four (4) shifts per week.
• 10 hours per shift.
• Schedule is established one month at a time.
• Workdays may change from week to week.
• Shift start times may vary.Approximately 3–4 weekend shifts per month.
• Weekend shifts may fall on Saturday and/or Sunday.

Why Join?

• 100% remote opportunity.
• Work with a fast-moving U.S.-based logistics operation.
• Gain direct exposure to driver communications and real-time operations.
• Join a collaborative, performance-driven remote team.
• Opportunity for professional growth based on performance and demonstrated capabilities.