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Customer Support & Dispatch Associate (Chat/SMS Support)
Job Type: Full-time
About the Role
We are looking for a detail-oriented and customer-focused Customer Support & Dispatch Associate to join our operations team. In this role, you will provide exceptional support to customers and drivers through SMS and live chat while coordinating deliveries, resolving issues, and ensuring a seamless customer experience.
The ideal candidate thrives in a fast-paced environment, can manage multiple conversations simultaneously, and remains calm under pressure.
Responsibilities
- Respond to customer and driver inquiries via live chat and SMS in a timely and professional manner.
- Coordinate with drivers to ensure efficient delivery operations.
- Resolve delivery issues, delays, address changes, and order-related concerns.
- De-escalate customer complaints with empathy and professionalism.
- Monitor active deliveries and proactively communicate updates.
- Accurately document customer interactions and resolutions.
- Collaborate with internal teams using Slack and other communication tools.
- Navigate multiple systems simultaneously while maintaining high productivity and accuracy.
- Meet quality, response time, and customer satisfaction targets.
Required Qualifications
- Minimum 2 years of experience in customer support, dispatch, logistics, or a related operations role.
- Previous live chat or SMS support experience is strongly preferred.
- B2 (Upper Intermediate) CEFR English proficiency or higher with excellent written communication skills.
- Typing speed of 50+ WPM with high accuracy.
- Comfortable using multiple platforms simultaneously, including:
- Twilio Flex
- Zendesk
- Slack
- Google Maps
- Internal admin dashboards
- Ability to manage three or more active chats simultaneously while maintaining quality.
- Strong problem-solving skills and attention to detail.
- High emotional intelligence with the ability to remain calm and de-escalate difficult situations.
Schedule & Availability
- Must be available to work evenings, weekends, and holidays, as these are peak delivery periods.
- Flexible schedule with the ability to work rotating shifts as required.
Preferred Qualifications
- Experience in food delivery, logistics, transportation, or gig economy operations.
- Experience supporting drivers, couriers, or dispatch teams.
- Familiarity with CRM, ticketing, or contact center software.
What We're Looking For
- Customer-first mindset
- Strong multitasking ability
- Excellent written communication
- Reliability and accountability
- Ability to work independently and as part of a team
- Positive attitude under pressure
If you're passionate about delivering outstanding customer experiences and thrive in a fast-paced operations environment, we'd love to hear from you.
Pay: ₹10,459.98 - ₹350,000.00 per month
Benefits:
Work Location: In person
