Live Operations Agent, Relay
Contractor
Enabling retailers to supercharge their e-commerce growth
Open for applications
Enabling retailers to supercharge their e-commerce growth
21-100 employees
Open for applications
21-100 employees
Company mission
Realising the most efficient delivery network to create the most compelling experience for clients, consumers and relayers.
Role
Who you are
- You have 1–3 years of experience in LiveOps or frontline Customer Service
- Previous LiveOps support experience in a fast-paced environment (desirable but not essential)
- You have an excellent telephone manner and strong communication skills
- You’re IT literate and confident in navigating between applications quickly
- You can work well under pressure to meet demand
- You have the ability to prioritise your workload effectively
- You're an active team player with a passion for delivering outstanding support service
- Bonus points if you speak Portuguese, Arabic, or Bengali!
What the job involves
- We are looking for a motivated Live Operations Agent to support our couriers with routing and collaborate with internal teams to ensure smooth and efficient operations at Relay. This is a contractor position with the potential to transition into a permanent role
- Answering inbound chats from couriers quickly and efficiently
- Delivering clear, high-quality instructions to couriers over the phone while they are on the road
- Monitoring the progress of live routes and taking action when necessary
- Intervening and organising rescue routes for unsuccessful deliveries
- Contacting couriers to fill shifts, ensuring deliveries are completed within the desired timescale at minimal cost to the business
- Communicating relevant information to the customer service and management teams
- Meeting individual daily key performance indicators (KPIs) and targets
- Updating documentation to provide the business with visibility on key metrics and information
Our take
In recent years, e-commerce has grown considerably. Despite this, the retail sector is still in the early innings of digital disruption in the US and the UK (especially when compared to more digitally mature markets such as China).
Relay enables e-commerce through re-wiring the critical delivery infrastructure to address the growth of e-commerce in the UK. Not only do they enable orders of magnitude better delivery in speed and cost for retailers and consumers, but they are also doubling down on making sure their ecosystem of delivery drivers and the planet benefit.
Relay are early stage, and backed by founders who both have considerable experience at delivery service company, Stuart. With this expertise and solving a problem within a growing market, the company are well set make a difference to how retailers provide online delivery.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2025
$35m
SERIES A
Nov 2023
$10m
SEED
Total funding: $45m
Company benefits
- Hybrid remote work (3 days/week in the office)
- Cool co-working office in the heart of Shoreditch
- Competitive equity and compensation package, and culture of recognition
- 25 Days Holiday (plus bank holidays)
- Monthly social events - from Crystal Maze escape rooms to pottery painting and life-size Monopoly! We also have an annual off-site where we all get together in person to celebrate our wins and plan for more success in a relaxed environment.
- Unlimited free snacks and drinks in the office (all the Dash water you can drink, a whole cupboard full of nibbles, plus we have wonderful coffee machines!)
- Contributory pension
- Perks At Work discount scheme - online shopping discounts, cheap cinema tickets, money off holidays and so much more!
- Free membership of the gym in our co-working space
Company values
- “Who?”: Relayer Obsession. Start with understanding the customer i.e., the “Relayer”. We’re constantly striving to learn about the Relayer and to improve their experience.
- “Why?”: Understanding of value being created. Seek to understand and articulate the “why” behind everything they do in order to provide measurable value. They connect their actions and decisions to their impact on the Relayer. They encourage peers to do the same.
- “How”: Taking tiny steps forward. Focus on their objectives and constantly take steps towards reaching them. They keep moving forward despite setbacks. They deliver quality work in a timely fashion.
Company HQ
Old Street, London, UK
Leadership
Nicole Mazza
(CCO)Previously worked at Stuart, becoming Commercial Director in 2018. They are also on the Board of Advisors at HYPER CRUNCH and is a Member of Pavilion.
Jonathan Jenssen
(CEO)Worked at Stuart for over five years, first as Head of Operations and later becoming General Manager.
Diversity, Equity & Inclusion at Relay
- We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know, our ears (and inboxes) are always open.
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