Chat Support & Driver Operations Associate

About the role

As a Chat Support & Driver Operations Associate you will be the frontline liaison between drivers, B2B customers and internal teams. Reporting to the Associate Lead, you will ensure smooth driver onboarding, monitor live logistics and provide real‑time assistance through chat, calls and internal platforms.

Key responsibilities

• Plan and optimise driver routes to maximise efficiency and meet SLA targets.
• Monitor real‑time delivery operations, identify on‑route issues and resolve delays, misrouted items or emergencies.
• Provide live support to drivers via chat, phone or internal tools during their shifts.
• Handle inbound driver queries related to payments, scheduling, feedback and general support, escalating unresolved cases as needed.
• Maintain sufficient driver coverage across time zones to meet live demand.
• Process B2B customer chats, resolve issues and route tickets to the appropriate internal teams.
• Receive, verify and process customer orders, ensuring accurate quantities, addresses and timeslots.
• Contribute to operational projects, maintain documentation and track KPIs to flag performance bottlenecks.

Required profile

• Bachelor’s degree or equivalent.
• At least 2 years of experience in operations, customer/technical support or logistics, preferably with international exposure.
• Excellent verbal and written communication skills.
• Ability to work under pressure in fast‑paced, live environments, including night or rotational shifts.
• Empathetic, proactive and solution‑oriented mindset.

Required skills

• Proficiency with Google Sheets.
• Proficiency with Microsoft Excel.
• Hands‑on experience with email support tools.
• Hands‑on experience with chat support tools.