Live Operations Specialist - Courier Routing & Support

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 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.