Courier Support Specialist

About the role

The Courier Support Specialist will ensure a seamless delivery experience by acting as the operational expert for our courier fleet. This role combines process excellence, cross‑functional collaboration, and leadership to drive efficiency and support our growing on‑demand logistics network.

Key responsibilities

• Act as subject‑matter expert for delivery operations, identifying fleet pain points and evolving operational standards.
• Collaborate with cross‑functional teams to align priorities and achieve shared goals.
• Lead two reviewer teams handling courier appeal tickets, new‑joiner applications and other review requests, ensuring SLA compliance and accuracy.
• Own end‑to‑end operational planning, day‑to‑day maintenance and incident handling around the clock.
• Monitor performance metrics, analyse trends and provide data‑driven insights to improve fleet experience and cost efficiency.
• Drive continuous improvement by piloting new tools, automation and scalable solutions.
• Support ad‑hoc projects, pilot programmes and urgent operational priorities.

Required profile

• Bachelor’s degree in any field from a recognised institution.
• Fluent in written and spoken English, Mandarin and Cantonese.
• Minimum three years’ experience in operations, preferably within digital platforms or the gig‑economy sector.
• Proven ability to influence stakeholders through effective communication.
• Flexible and adaptable to changing environments.

Required skills