Overview
Delivery Support Specialist Jobs in Canada at Trexity
Title: Delivery Support Specialist
Company: Trexity
Location: Canada
About Trexity
Trexity is a same-day, on-demand local delivery platform operating across Canada and expanding into the US. We connect businesses of all sizes with a courier network that delivers physical products in near real-time. Our operations run 365 days a year, and our support team is the backbone that keeps deliveries moving.
The Role
This is a live operations role. You're not answering "where's my order?" from a script. You're monitoring active delivery routes across multiple cities, making real-time decisions when a courier stalls, a pickup window expires, or a merchant escalates mid-route. You'll use an internal support dashboard to triage flagged deliveries, identify patterns, and take action before small issues become big ones.
You'll support couriers and merchants through chat, phone, and email, but a significant part of your shift is proactive: monitoring for issues across active routes, escalating at-risk orders to operations, and keeping the platform running smoothly during peak hours and overnight windows.
What Your Day Looks Like
- Monitoring live delivery flags and proactively reviewing active routes to catch and resolve issues
- Communicating clearly and quickly with couriers and merchants during time-sensitive situations
- Escalating at-risk deliveries to operations with context, not just alerts
- Handling inbound support requests via Zendesk, Aircall, and chat
- Documenting patterns and contributing to process improvements
- Tagging and documenting customer feedback for upstream reporting
- Coordinating with internal teams when platform issues affect live deliveries
Who This Role Is For
- You've spent 2+ years in customer support, operations, or a service role where decisions had immediate real-world consequences
- You can manage multiple priorities simultaneously without losing track of details
- You write clearly and concisely, especially under pressure
- You're comfortable with evening, overnight, and weekend shifts (our coverage runs 6 AM to 3 AM EST, 365 days a year)
- Experience in logistics, delivery, food delivery ops, or startup environments is a strong advantage
- Bilingual (English/French or English/Spanish) is a strong asset
Tools You'll Use
- Zendesk for ticket management and customer history
- Aircall for phone and call handling
- Internal Support Dashboard for live delivery monitoring and flag triage
- Google Workspace for email and collaboration
- Notion for process documentation and team knowledge
- Fellow for meeting notes and action tracking
- Slack for internal team communication and coordination
Compensation and Benefits
- Salary: $50,000 CAD annually
- Health coverage: Health, dental, and vision from day one
- Paid time off: Two weeks paid vacation
- Equity: ESOP eligibility after 90 days
- Remote: Work from anywhere in Canada
Additional Information
- Position status: This posting is for an existing vacancy
- Employment type: Full-time, permanent
- Use of AI in hiring: Trexity does not use artificial intelligence to screen, assess, or select applicants for this position
- Accessibility: Trexity is committed to providing accommodations for applicants with disabilities throughout the recruitment process. If you require accommodation, please let us know when you apply
