Live Operations Support Associate- VIP Supply Club

Customer & Driver Support Associate – VIP Supply Chain Program Location: Remote USA Contract Duration: 4 months (with potential extension) Contract Type: W2 through staffing supplier Pay Rate: $26.68/hr

• Hours: Part-Time Weekend Coverage (7-8 hours per day on Saturday/ Sunday)

Overview

Our client’s Supply Chain initiative (Supply Club) is an exclusive membership program helping restaurant partners source supplies and groceries directly through the app. Members receive tailored benefits such as supply discounts and dedicated support for their business operations. As a Customer & Driver Support Associate, you’ll serve as the frontline contact for VIP clients—supporting restaurant owners purchasing supplies (Cx) and the specialized drivers fulfilling their orders (Dx). This role ensures world-class service delivery, quick problem resolution, and the continuous improvement of support systems to enable scalable, best-in-class operations in the Supply Chain vertical.

Key Responsibilities

• Customer Support (Restaurant Partners) - Serve as the main point of contact for Supply Club VIP restaurant customers across phone, SMS, and Slack channels. Manage inbound and outbound communications, including live issue resolution, proactive order updates, and follow-ups. Troubleshoot order issues such as missing or damaged items, billing errors, and delivery delays. Manage daily customer enrollment tasks—applying promotional credits and campaign enrollments. Send recurring outbound communications (activation reminders, win-back campaigns, etc.).
• Dasher Support (Preferred Fleet Program) - Monitor live orders to ensure orders are correctly assigned to trained “Preferred” drivers. Provide real-time coaching and instructions to drivers on complex orders (e.g., full-case vs. single-unit items). Handle escalations related to driver pay, delivery errors, and app-related issues. Identify and recruit high-performing drivers for the “Preferred Driver” program, maintaining records and coordinating with the ops team for onboarding.

Qualifications

• 1–3 years in customer support, logistics, or operations, ideally in a fast-paced or tech-enabled environment.
• Exceptional written and verbal communication skills; able to balance professionalism with approachability when handling restaurant owners and drivers.
• Proven ability to multitask—handling live deliveries, outbound campaigns, and credits simultaneously.
• High attention to detail and comfort navigating multiple software tools (e.g., THQ, Gladly, Sigma, Snowflake, Campaign Manager).
• Strong problem-solving instincts; able to manage ambiguity and escalate effectively.
• Preferred - Prior experience in delivery operations, marketplace logistics, or hospitality tech.
• Comfortable with data querying and dashboarding in Sigma or Snowflake.
• Willingness to work a flexible schedule that may include weekend hours.

You’ll Thrive In This Role If You

• Build trust quickly with restaurant owners and drivers through responsiveness and empathy.
• Keep calm under pressure, managing multiple live orders without losing focus on service quality.
• Identify patterns in customer feedback and dasher performance to help shape scalable processes.
• Represent our client’s operational excellence in every interaction—ensuring VIP clients receive the highest possible level of support.

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