Delivery Support Specialist

About Trexity Trexity is a same\-day, on\-demand local delivery technology platform. We provide our services to both online and brick\-and\-mortar businesses. Our platform enables businesses of all sizes to deliver physical products in near real\-time to their customers by harnessing the collective strength of our driver community. Job Overview As a Delivery Support Specialist at Trexity, you will be on the front lines of live delivery operations, supporting couriers and merchants when timing, accuracy, and clarity matter most. This role requires strong judgment, clear communication, and the ability to remain composed in fast\-moving, high\-pressure situations. You'll handle a high volume of interactions where decisions have real\-world impact, and consistency is critical. The work is dynamic and demanding. You'll be expected to adapt quickly, take ownership of outcomes, and communicate confidently with a wide range of users. This is a role for someone who values responsibility, precision, and teamwork in a growing, operationally complex environment. What You'll Be Responsible For * Supporting couriers and merchants through chat, phone, and email during live delivery operations * Navigating complex, time\-sensitive situations where accuracy matters more than speed * Communicating decisions clearly and confidently to external users * Identifying patterns in issues and escalating them appropriately * Working closely with internal teams as the platform and processes evolve * Maintaining strong response times and resolution rates while keeping customer satisfaction high What We're Looking For * 3\+ years in a customer support, operations, or service role * Comfortable working in environments with high accountability and clear expectations * Strong written communication and situational judgment * Ability to stay composed and consistent during busy or stressful periods * Willingness to learn and apply structured processes * Experience in startups, logistics, or operational support is a strong asset * Fluency in English and French (written and spoken) is preferred * Availability for evenings, overnight shifts, and weekends Tools You'll Use * **Zendesk** \- ticket management and customer history * **Aircall** \- phone and call management * **Google Workspace** \- email, docs, collaboration * **Fellow** \- meeting notes and action item tracking * **Notion** \- process documentation and team knowledge base Success Metrics * **Response time** \- how quickly you engage with couriers and merchants * **Resolution rate** \- percentage of issues fully resolved on first contact * **CSAT (Customer Satisfaction)** \- feedback from users you support * **Consistency** \- reliability during peak and off\-peak hours * **Pattern identification** \- proactive escalations that prevent larger issues Compensation \& Benefits * **Salary:** $50,000 CAD annually * **Health coverage:** From day one (dental, vision, health) * **Paid time off:** Two weeks paid vacation * **Equity:** ESOP (Employee Stock Ownership Plan) eligibility after 90 days * **Remote:** Work from anywhere in Canada This isn't a comfortable role. It's a demanding one. You'll be working evenings, overnight shifts, and weekends. You'll face situations with no perfect answer. You'll need to make judgment calls fast and own them confidently. But if you're someone who wants to be part of something operationally complex, where your judgment and communication actually move the needle \- where hard work is felt every single day \- this is for you. We're looking for the best of the best. If that's you, apply and let's grow together.