Support Specialist (206629)

The successful candidate will be part of the SMP Program and Operations team. The Speed Mobility Partner (SMP) program is a new delivery model created to serve speed initiatives and tackle variable and on demand capacity needs. This model entails the company contracting with existing businesses who already provide delivery services across industries to deploy on-demand, short length routes (2-4 hours). SMPs and their transporters (Speed Mobility Associates or SMAs) fulfill low-lead-time, high-variability demand.

We are looking for a Support Specialist who will lead supporting on road management for all Speed Mobility Partners operating across Germany. This role requires the candidate to connect with different partners operating across Logistics stations in DE. The successful candidate must be skilled in problem solving and finding creative solutions to address issues while also having a thorough understanding of the broader program and station policies and SOPs and how the company Delivery app works.

The successful candidate will lead troubleshooting issues encountered upon driver check in and while SMP drivers are on the road. The Support Specialist is critical to ensure the program continues to achieve its volume and quality goals including remaining favorable On Time Dispatch, Delivery Estimate Accuracy, Concessions and First Day Delivery Success. The Support Specialist leads this by directly engaging with the companies while they are on the road (using automated tools), providing guidance to SMPs on the road using approved blurbs and iterating as needed. On road management support is a critical part of ensuring SMP continues to drive favorably on quality as we scale.

Basic Qualifications:

• Speak German and English.
• Shows strong bias for action to resolve issues and operate independently
• Ability to conduct oral and written communication in a concise manner
• Basic skills on Microsoft Excel, Quip, Slack, Chime.
• Ability to write Standard Operating Procedures and connect this with the broader issues experienced on road by drivers
• Background experience in delivery logistics industry is a plus
• Basic understanding of how delivery apps work including terminology on delivery metrics

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