Service Delivery Specialist, Zeelo
Mon - Fri. 1pm - 10pm
Smart bus platform for organizations
Job no longer available
Smart bus platform for organizations
101-200 employees
Job no longer available
Mon - Fri. 1pm - 10pm
101-200 employees
Company mission
To empower opportunities through sustainable transportation.
Role
Who you are
- You have experience in a Customer Support role - we use phone, sms, email, and push notifications through our software
- Have experience as a live operations controller talking to drivers who are responsible for the end service delivery
- Have experience working in an operations team, especially if in a transport or logistics company
- Personable and patient – we’re here to provide excellent service to our drivers/operators
- Ability to work under pressure; remaining calm and professional at all times
- Naturally inquisitive, with a view to preventing problems for clients, riders and operators
- Prioritise solutions over blame, team workers
- Stickler for detail
- Able to think on your feet
- Very comfortable with using technology
- Flexible - in terms of working hours and way of working
- Strong command of the English Language
- Be able to work remotely in a professional and safe environment with an excellent wifi connection
- Process Driven
- Organisation and administration skills and the ability to learn and adapt quickly
- Confidence to respectfully challenge
- Resilience
- Ability to think clearly under pressure
- Strong communication skills
- An amazing brand ambassador
What the job involves
- Zeelo is an Enterprise TransitTech company that builds the technology to enable and manages the end to end delivery of Transport services to organisations to increase efficiency and sustainability in commuter shuttle and home-to-school bus programs
- The Service Delivery Team, or Pod as we call it at Zeelo, consists of the Head of Service Delivery, Service Delivery Managers plus shift based Zeeloites covering the early, mid and late shifts. This gives us 24/7 coverage across all countries. Each shift has a Team Leader plus 24 Live Operation Specialists
- Managing journeys using our live journey management software to identify and fix alerts/issues by actioning the appropriate solution internally, with operators, riders or clients
- Effective communication with operators, drivers, riders and clients (where required) especially through driver messages and updates sent from the Zeelo Driver App
- Respond to Emergency situations with safety and service excellence in mind, communicate these effectively both internally and externally and provide the appropriate assistance, support and escalation where necessary
- Provide telephone, email and App support to ‘on-the-day’ questions and issues from our riders, clients, drivers & operators
- Execute tasks managed through the “service delivery workstreams” outside of peak hours:
- - Route building and changes implementation
- - Reviewing and analysing client requirements (including route and vehicle planning) to proactively make recommendations to improve service delivery
- - Driver training and interceptions for performance improvement
- - Analysing schedule/timetable and driver performance to assist in suggested changes and alterations to improve performance
- - Launch preparation (in relation with OPS Management
- - Participation in the out of hours on call rota may be required on occasion
- - Support the driver compliance pod for urgent compliance onboarding matters where required
- Utilising Monday.com, Looker or Quicksight or other software solutions as provided, for team tasks and accountability
- First line contact for live service calls & live service issues/incidents identifying immediate problems and following them through to resolution
- Other duties may be assigned from time to time
Our take
Zeelo provides a personalised shared mobility service for underserved areas using data analytics. The AI-powered algorithm allows the company to design routes that meet the needs of customers, so they can make the most of their travelling time.
The Zeelo platform integrates with an executive vehicle fleet of over 20,000 high quality coaches across the UK in order to serve demand. And as the number one shuttle provider across the US, Uk, and Ireland, Zeelo now transports hundreds of thousands of passengers every month.
With the shifting attitudes towards sustainability, Zeelo now provides services that use less energy and are more sustainable, which will appeal to the environmentally conscious. The challenge will be growing its niche, with stiff competition in everyday ride sharing from Uber and others. But with recent funding, the company looks ready to accelerate its growth across the US and make an even bigger name for itself.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jun 2025
$23m
SERIES B
Aug 2023
$14m
SERIES A
Total funding: $56.8m
Company HQ
Holborn, London, UK
Leadership
Sam Ryan
(Co-Founder & CEO)Previously co-founded Jumpin, a taxi sharing company for students. Jumpin was acquired by Addison Lee, where Sam worked as Senior Product Manager and then Head of Product for 2 years before co-founding Zeelo in 2016.
Barney Williams
(Co-Founder & CMO)Also co-founded JumpIn and joined Addison Lee, where he worked as Product Manager and then Head of Brand.
Daniel Ruiz Giménez
(Co-Founder & CTO)Previously held various engineering roles at Agilent, Telefonica, DMI and Golden Gekko.
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