SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 21 - 24.04 / hourly
RoadRunner is a waste and recycling technology company founded in 2014 that helps customers achieve 10–20% savings on waste bills while improving recycling efficiency. The company uses AI, data-driven strategies, and technology to modernize the waste industry.
As a Service Operations Representative, you will be the operational backbone ensuring mid-market customers receive reliable, high-quality service after implementation. This is a high-volume, phone-heavy role requiring constant availability to manage real-time calls with customers and third-party haulers. You will take direct ownership of complex operational failures, negotiate same-day recoveries, and hold vendor partners accountable to service agreements. You sit at the intersection of logistics, account management, and vendor relations, driving high-stakes resolutions under pressure.
Primary responsibilities (by time allocation):
**Complex Service Resolution Management (35%):** Manage and resolve all incoming service requests and operational issues post-implementation for the mid-market customer base. Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems.
**Workflow and Quality Assurance (30%):** Ensure all documentation is accurate, complete, and adheres to established best practices. Monitor the unassigned mid-market queue and take immediate action to manage incoming volume. Respond promptly to internal communications regarding complex mid-market service issues.
**Service Standards and Metrics (15%):** Maintain current, expert knowledge of all service expectations and best practices. Maintain understanding of all relevant process changes, service updates, and new guidelines.
**Vendor Relations & Service Coordination (15%):** Serve as the main point of contact for external hauling partners, communicating customer needs and coordinating scheduling updates. Collaborate with internal customer success, sales, and operations teams. Communicate critical hauling partner information and service changes to appropriate internal teams.
You will report to the Manager of Service Operations with no direct reports. You will interact with customers, hauling partners, account management, and internal operations teams. The position requires 0% travel and a set schedule of 8am–5pm EST.
**Requirements:**
- 3–5+ years of experience in service/logistics roles (e.g., logistics, supply chain, vendor operations, B2B account management, customer service, or high-volume escalations)
- Proven experience managing third-party vendors and haulers, pushing for timely issue resolution, and enforcing strict Service Level Agreements (SLAs)
- Demonstrated track record of delivering high-touch, empathetic, solution-oriented customer service in high-volume B2B environments
- Proven ability to de-escalate upset clients, maintain clear and transparent communication throughout long-resolution workflows, and advocate for customer needs
- Strategic thinker with ability to grasp tactical details; proven ability to organize, manage multiple projects, and effectively prioritize conflicting assignments with minimal supervision
- Strong analytical and problem-solving skills; ability to analyze operational data/metrics to identify root causes of recurring failures
- Comfortable navigating complex B2B software environments (e.g., HubSpot, Salesforce, Zendesk, ERP systems)
- Strong, dynamic verbal and written communication skills; ability to collaborate seamlessly across all functions
- Demonstrated success driving assertive solutions without direct authority, facilitating tough conversations, and managing conflicting priorities with internal teams and external partners
- Comfort with ambiguity; proven capability to act decisively and make timely decisions without having the whole picture while maintaining high quality and accountability
- Willingness to work in a high-volume, fast-paced setting requiring strong real-time problem-solving and constant phone/digital availability
- Bachelor's degree preferred
