Live Operations Agent - Bulgaria Remote

Openkrill; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

Relay is seeking a motivated Live Operations Agent to support our couriers with routing and coordinate with internal teams to keep deliveries moving smoothly across the network.

You will respond to inbound chats, guide drivers by phone, monitor live routes, trigger rescue routes when needed, and help hit daily KPIs while documenting key metrics for visibility. This role demands clear communication, strong organization, and the ability to work under pressure in a rapidly evolving environment.

Qualifications

• 1–3 years of experience in LiveOps or frontline customer service.
• Excellent telephone manner and strong communication skills.
• IT-literate and confident navigating multiple applications quickly.
• Ability to work under pressure to meet demand and prioritise workload.

Responsibilities

• 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.

Skills

LiveOps experience

Customer service

Telephone communication

IT literacy

Prioritisation

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, and a recently closed Series B ($95M), Relay is scaling faster than 99% 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

• ~160 people, around 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

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.

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