Mid-Market Service Operations Specialist

RoadRunner; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

RoadRunner is seeking an experienced Mid-Market Customer Service Specialist to own complex service resolutions in a phone-heavy environment. You will balance frontline support with vendor accountability to drive operational results and protect SLAs for a growing base of business customers.

With 3–5+ years in logistics, B2B customer service, or high-volume escalations, you bring assertiveness, data-driven decision making, de-escalation skills, and vendor influence.

Qualifications

• 3–5+ years in logistics, B2B customer service, or high-volume escalations.
• Experience handling escalations with data-driven decision making and de-escalation skills.
• Ability to influence vendors and coordinate with multiple internal teams.

Responsibilities

• Own complex service resolutions for Mid-Market customers in a phone-heavy environment.
• Balance frontline support and vendor accountability to drive operational results.
• Troubleshoot post-implementation issues, manage ticket quality, and proactively handle queues.
• Coordinate with haulers and internal teams, enforcing SLAs and securing same-day recoveries.

Skills

De-escalation

Data-driven

Vendor influence

Assertive

Job description

RoadRunner is seeking an experienced Mid-Market Customer Service Specialist to own complex service resolutions in a phone-heavy environment. You will balance frontline support with vendor accountability to drive operational results and protect SLAs for a growing base of business customers.

With 3–5+ years in logistics, B2B customer service, or high-volume escalations, you bring assertiveness, data-driven decision making, de-escalation skills, and vendor influence.