Operations and Customer Support Analyst

About Us
We are an innovative Australian logistics business focused on last-mile parcel delivery, specialising in big and bulky freight. With a fast-growing customer base and expanding service network, we are looking for a reliable, proactive, and detail-oriented tea ---------- mber to support our day-to-day operations and customer experience.

The Role
As an Operations and Customer Support Analyst, you’ll be a critical part of our virtual operations team, ensuring our operations run smoothly and customers receive fast, helpful support. You will work closely with our Australia-based team, third-party couriers, and customers to solve problems, coordinate delivery activities, and improve performance.

Key Responsibilities
-Provide responsive and empathetic customer support via email, chat, and phone
-Monitor and manage daily delivery operations using our transport management system (Transvirtual)
-Liaise with delivery drivers, warehouses and customers
-Track, investigate, and resolve delivery issues or escalations
-Analyse delivery data to identify service failures or improvement opportunities
-Assist with onboarding and managing third-party delivery partners
-Maintain accurate records of communications, issues, and resolutions
-Support process improvements and standard operating procedures

Who You Are
-Excellent communicator – clear, professional English (written and spoken)
-Organised and detail-oriented – able to manage competing priorities and follow through
-Proactive and self-motivated — you take ownership of your work and don’t wait to be told what to do
-Problem solver – quick thinking and resourceful under pressure
-Customer-first mindset – empathetic, calm, and solutions-focused
-Tech-savvy – comfortable using Google Workspace, CRM tools, and transport/logistics platforms (training provided)
-Flexible - as our business grows and evolves, your role will most likely adapt

Required Experience
-2+ years in customer service, operations support, or logistics (preferred)
-Prior remote work experience supporting an international business
-Strong written communication skills
-Comfortable working in a fast-paced, service-oriented environment
-Confident communicating with English speakers from Australia, including understanding accents and responding clearly and professionally
-Reliable internet connection and quiet home office setup