Platform Fulfillment Specialist
WHO WE ARE
LoadUp is a modern junk removal and home services company leveraging proprietary technology to connect consumers with a nationwide network of independently contracted service providers. We pride ourselves on being a customer-centric organization, revolutionizing the way home services are delivered.
We are looking for talented, committed, driven individuals to join our team! LoadUp is a certified Great Place to Work® and is among Inc.'s list of the 5000 Fastest-Growing companies four years in a row (2019 - 2023).
OUR CORE BELIEFS
At LoadUp, we exist to glorify God by pursuing excellence in all we do. Our definition of excellence is not perfection but rather a commitment to continual improvement, attention to detail, and the highest level of integrity. While each team member has a specific, clearly defined role, we’re all connected by a strong set of core beliefs that have been developed to foster advancement and guide our decisions. To bring out the best in our people, we look for individuals who exhibit these core beliefs every day.
- Profit Drives Purpose - We believe running a profitable business affords us the opportunity to fulfill our professional and personal purpose in life.
- Right Shell - We constantly need to be evaluating whether our processes, systems, and people are right sized for maximum agility.
- Own It - Everyone has a stake in the company and, therefore, is responsible for their performance.
- Fellowship Matters - We believe there is power and connection in being present in the same physical space.
- Live in Truth - We’re committed to winning the right way. Call it like it is. No sugar coating.
- Action Over Words - Words are important but 1000 words get trumped by 1 intentional action.
- Build to Last - We’re building this company to last and withstand the test of time. We play the long game in our decision-making and execution.
POSITION OVERVIEW
LoadUp is seeking a highly organized and proactive Platform Fulfillment Specialist to join our Platform Operations team. In this role, you’ll ensure real-time, on-time order fulfillment by coordinating directly with our network of independent service providers (“Loaders”). You’ll manage job logistics, provide critical support to Loaders in the field, and handle escalations with urgency and professionalism.
This role is ideal for someone who thrives in fast-paced environments, enjoys solving problems on the fly, and wants to make an immediate impact on the success of a growing tech-enabled platform.
Key Responsibilities:
- Monitor and manage the live job queue to ensure timely job acceptance, assignment, and completion.
- Dispatch jobs and handle real-time adjustments–including reassignment and escalation–to maintain service continuity.
- Serve as the first point of contact for Loaders to provide support, resolve issues, and ensure a smooth job fulfillment experience.
- Troubleshoot operational issues such as delays, scheduling conflicts, missed pickups, and customer concerns regarding active orders.
- Escalate urgent issues to senior team members while taking quick action to minimize disruptions.
- Ensure performance goals are met, including fulfillment rates, on-time arrivals, and service quality benchmarks.
- Follow standard operating procedures and fulfillment playbooks for handling open or unassigned orders.
- Document and report recurring issues or friction points Loaders face, contributing insights to improve the platform experience.
- Collaborate with Customer Service and Loader Development teams to align on job updates and service quality standards.
Qualifications:
- 1 – 3 years of experience in operations coordination, logistics, customer support, or gig-economy fulfillment.
- Strong multitasking and time management skills; comfortable managing live workflows with shifting priorities.
- Excellent verbal and written communication, especially in high-pressure situations.
- Confidence in making quick decisions based on standard policies or judgment calls.
- Proficiency with CRM, dispatching platforms, or support ticket systems is a plus.
- Being bilingual (Spanish/English or other languages) is a plus.
PERKS
- Competitive Pay with Monthly $500 Performance Bonus at 100% Target
- Medical, Dental, Vision, and Life Insurance Benefits
- Flexible Spending Account (FSA) or Health Savings Account (HSA)
- 401(k) with a 5% Company Match
- Paid Time Off Policy
- Employee Stipend Program
- Employee Referral Program
- Employee Recognition Program
LoadUp is an equal-opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.