About Company
Career.zycto is rapidly expanding its innovative platform, connecting talented individuals with leading opportunities across diverse sectors. For a delivery rider support professional, this means joining a dynamic team where your skills directly contribute to operational excellence and rider satisfaction. We foster a collaborative environment, valuing proactive problem-solvers who are passionate about making a tangible impact. If you thrive in a fast-paced setting and are eager to empower a crucial workforce, Career.zycto offers an unparalleled opportunity to grow your career while shaping the future of last-mile logistics support.
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Job Description
Are you an empathetic problem-solver with a knack for effective communication, eager to empower a crucial workforce? Career.zycto is actively seeking a dedicated Delivery Rider Support Specialist to join our thriving team in the vibrant Shaughnessy area of Vancouver. In this pivotal, on-site role, you will serve as the frontline support for our invaluable network of delivery riders, ensuring their seamless operation and overall satisfaction. We deeply understand that our riders are the backbone of our service, and your expertise and dedication will directly contribute to their success, fostering their loyalty, and enhancing our overall operational efficiency across the metropolitan area.
As a Delivery Rider Support Specialist, your daily responsibilities will be dynamic and diverse. You will expertly navigate a wide array of challenges, ranging from troubleshooting technical issues related to the delivery platform and app, to meticulously resolving payment discrepancies, and providing clear, concise guidance on operational policies and best practices. This role demands quick thinking, exceptional verbal and written communication skills, and a proactive, solution-oriented approach to rider engagement. You will be instrumental in creating a consistently positive experience for our riders, mitigating potential frustrations, and maintaining the high standard of service delivery that Career.zycto is known for throughout Shaughnessy and the broader Vancouver region. This position transcends merely answering queries; it’s profoundly about building strong, trust-based relationships, understanding the unique pressures and daily realities faced by delivery professionals, and effectively advocating for their needs within our organization to continuously improve their experience.
We are specifically looking for an individual who thrives in a fast-paced, high-volume environment, possesses the ability to manage multiple priorities simultaneously without compromising quality, and demonstrates an unwavering commitment to providing outstanding customer service. You’ll collaborate closely with our operations, logistics, and technical teams to efficiently escalate and resolve complex issues, ensuring timely and effective resolutions. This is an exciting opportunity to not only advance your career within a rapidly evolving and essential industry but also to be a vital part of a company that genuinely values its workforce and contributions. If you are passionate about supporting others, possess excellent organizational acumen, and are ready to make a significant, tangible impact on the daily lives of our delivery partners, we strongly encourage you to apply and help us keep the wheels of delivery turning smoothly and efficiently.
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Key Responsibilities
- Provide first-line support to delivery riders via phone, email, and chat regarding app functionality, order issues, payment queries, and general inquiries.
- Troubleshoot technical issues related to the rider application and escalate complex problems to relevant technical teams.
- Resolve payment discrepancies and ensure accurate compensation for rider services.
- Educate riders on operational policies, safety guidelines, and best practices to ensure service quality.
- Document all interactions and resolutions accurately in the support system.
- Collaborate with internal teams (operations, logistics, technical) to ensure timely resolution of rider issues.
- Identify recurring issues and provide feedback to improve rider experience and platform functionality.
- Act as an advocate for rider needs and contribute to a positive and supportive rider community.
- Maintain a high level of professionalism and empathy in all communications.
Required Skills
- Minimum 1 year of experience in customer service or support roles, preferably in logistics or tech.
- Excellent verbal and written communication skills in English.
- Strong problem-solving abilities and a proactive approach to issue resolution.
- Proficiency in using CRM software and other communication tools.
- Ability to work effectively in a fast-paced, high-volume environment.
- Demonstrated empathy and patience when dealing with diverse individuals.
- Basic technical aptitude to troubleshoot common software/app issues.
Preferred Qualifications
- Experience working with delivery platforms or gig-economy models.
- Fluency in additional languages relevant to Vancouver's demographic (e.g., Mandarin, Punjabi).
- Familiarity with the Shaughnessy/Vancouver area logistics.
- Previous experience in a role requiring coordination with multiple internal departments.
Perks & Benefits
- Competitive salary and benefits package.
- Opportunities for professional development and career advancement.
- A dynamic and supportive work environment.
- Contribution to a rapidly growing industry.
- Employee wellness programs.
- Regular team-building activities.
- On-site parking and transit accessible location.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We look forward to reviewing your qualifications and learning how you can contribute to our team.
