Driver Operations Associate - Driver Assistance

About this role

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it! Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple.

What You'll Do

• Daily face-to-face assistance for drivers involving account concerns.
• Ensure positive experience for drivers visiting the hub
• Provide clear and accurate information regarding the service
• Manage and resolve high-priority or complex driver cases, including safety violations and brand impacting cases.
• What We Seek:
• Strong verbal communication skills with empathy and patience in handling frustrated drivers or clients.
• Quick to assess concerns, stay calm under pressure, and provide effective solutions.
• Experienced in managing complex or sensitive driver cases.
• Able to identify patterns, inefficiencies, and risks from case data and act on insights.
• Clear and professional communicator in both written and verbal interactions.
• Proficient in using dashboards, ticketing tools, and reporting systems.
• What You'll Need:
• College graduate
• Knowledgeable in using Microsoft Excel and Google Sheets
• Experience using case management or CRM tools (e.g., Salesforce, Zendesk, proprietary platforms)
• Experience in case management, driver support or customer service in a fast-paced environment