Operations Experience Representative

Job Title: Driver Support Agent  Location: Remote – Colombia T ype of Contract: Full-Time (Employee via EOR – RemoFirst)  Salary Range: Market Rates  Language Requirements: English (Professional proficiency required) We are seeking a skilled Driver Support Agent with 2–3 years of experience in logistics, transportation, or tech-enabled marketplaces to join our growing team. You will play a key role in supporting, coaching, and retaining our driver network while ensuring timely order fulfillment and operational excellence. Your work will directly impact driver satisfaction, platform performance, and customer delivery success. Key Responsibilities Provide high-touch support to drivers via inbound and outbound calls, chats, and emails in a fast-paced environment Monitor and manage network orders to ensure timely fulfillment and high customer satisfaction Coach drivers on performance improvement, platform usage, and on-time delivery expectations Educate drivers on product features, quality standards, and operational best practices Build strong relationships with drivers to increase engagement, retention, and platform utilization Analyze driver feedback, identify trends, and collaborate with Product and Leadership to improve driver experience Leverage AI tools (e.g., Claude, ChatGPT) to optimize workflows and enhance operational efficiency Must-Have Qualifications 2–3 years of experience in logistics, transportation, customer support, or a tech-enabled marketplace Proven ability to manage high-volume communication while maintaining quality and efficiency Experience using CRM platforms to manage driver or customer interactions Strong problem-solving and analytical skills, with the ability to identify patterns and recommend solutions Advanced English proficiency (spoken and written) with strong interpersonal communication skills Ability to work a Wednesday–Sunday schedule aligned to Pacific Time (9:00 AM – 6:00 PM PT; ~11:00 AM – 8:00 PM or 12:00 PM – 9:00 PM Colombia time depending on daylight savings) Comfortable using AI-based tools or demonstrating a strong interest in adopting AI for workflow improvement Preferred Qualifications Bachelor's degree (assumed based on standard hiring preferences) Experience in driver operations, gig economy platforms, or last-mile delivery environments Hands-on experience with AI tools (e.g., Claude) for automation, analysis, or productivity improvements