Fulfillment Operations Specialist

WHO WE ARE

Load Up is a fast-growing company that provides a transparent and convenient solution to on-demand home services through our custom tech-enabled order management and logistics platform. We match both individuals and businesses with our network of service providers for sustainable removal, disposal, assembly, and hourly labor services, nationwide.
We are looking for talented, committed, driven individuals to join our team! Load Up 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).

At Load Up, 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.

Load Up is seeking a highly organized and proactive Fulfillment Operations Specialist to join our Fulfillment 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.

• 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 operations procedures and fulfillment playbooks for handling open or unassigned orders.
• Document and report recurring issues 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.

• 1 - 3 years of experience in operations coordination, logistics, customer support, or gig economy fulfillment.
• Remote weekend availability is preferred.
• Strong multi-tasking 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 preferred.
• Bilingual proficiency (Spanish/English or other languages) is…