Live Operations Agent (Remote, Bulgaria)

About the role

Relay is looking for a motivated Live Operations Agent to support couriers with routing and collaborate with internal teams to ensure smooth and efficient operations. The role is fully remote and focuses on real‑time assistance via chat and phone.

Key responsibilities

• Answer inbound chats from couriers quickly and efficiently.
• Provide clear, high‑quality instructions to couriers over the phone while they are on the road.
• Monitor live routes, intervene when necessary, and organise rescue routes for unsuccessful deliveries.
• Contact couriers to fill shifts and ensure deliveries are completed within the desired timescale at minimal cost.
• Communicate relevant information to customer‑service and management teams.
• Meet daily KPIs and update documentation to give the business visibility on key metrics.

Required profile

• 1–3 years of experience in LiveOps or frontline customer service.
• Excellent telephone manner and strong communication skills.
• IT‑literacy and ability to navigate multiple applications quickly.
• Ability to work well under pressure and prioritize workload effectively.
• Team player with a passion for delivering outstanding support.

Required skills

• Proficiency with live‑chat and phone communication tools.
• Strong ability to use and switch between software applications quickly.