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. As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community. Find what’s next with Kelly®. As a worker today, it’s up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what’s next is what we’re all about. We know what’s going on in the evolving world of work—just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined. About Kelly Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year. Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. 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