Operations Supervisor managing performance and coaching staff in the mortgage services industry. Focused on client relationships and operational excellence within property preservation teams
About the role
- Fulfillment Operations Specialist managing live job fulfillment for LoadUp’s gig economy platform. Engaging with independent service providers to ensure timely operational success.
Responsibilities
- Monitor and manage the live job queue to ensure timely job acceptance, assignment, and completion.
- Dispatch jobs and handle real-time adjustments, including reassignment and escalation, to maintain service continuity.
- Serve as the first point of contact for Loaders to provide support, resolve issues, and ensure a smooth job fulfillment experience.
- Troubleshoot operational issues such as delays, scheduling conflicts, missed pickups, and customer concerns regarding active orders.
- Escalate urgent issues to senior team members while taking quick action to minimize disruptions.
- Ensure performance goals are met, including fulfillment rates, on-time arrivals, and service quality benchmarks.
- Follow standard operations procedures and fulfillment playbooks for handling open or unassigned orders.
- Document and report recurring issues Loaders face, contributing insights to improve the platform experience.
- Collaborate with Customer Service and Loader Development teams to align on job updates and service quality standards.
Requirements
- 1 - 3 years of experience in operations coordination, logistics, customer support, or gig economy fulfillment.
- Remote weekend availability is preferred.
- Strong multi-tasking and time management skills; comfortable managing live workflows with shifting priorities.
- Excellent verbal and written communication, especially in high-pressure situations.
- Confidence in making quick decisions based on standard policies or judgment calls.
- Proficiency with CRM, dispatching platforms, or support ticket systems is preferred.
- Bilingual proficiency (Spanish/English or other languages) is highly valued.
Benefits
- Competitive Compensation with Monthly Bonus Opportunities
- Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.
- Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.
- Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.
- 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.
- Employee Recognition Program – Get rewarded and celebrated for your contributions.
- Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.
- Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.
- Growth with Purpose – We’re a scaling company where career paths evolve.
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