INTRODUCTION

The Director of Driver & Customer Support is responsible for leading all driver-facing and customer-facing support operations across a fast-paced, high-volume last-mile delivery network. This role oversees the strategy, execution, and performance of support functions that directly impact delivery operations, customer experience, driver satisfaction, and operational efficiency.

The Director will lead cross-functional support teams responsible for resolving delivery escalations, customer concerns, driver issues, and operational disruptions while ensuring consistent service standards across all markets. This position partners closely with Operations, Logistics, Fulfillment, Workforce Management, HR, Product, and FL Headquarters leadership to drive scalable support processes, workforce performance, compensation administration, reporting alignment, and operational excellence.

The ideal candidate is a strong operational leader with experience managing large-scale support organizations within logistics, delivery, marketplace, e-commerce, or high-growth operational environments.

What We Offer

• Medical/Dental/Vision Insurance
• 401(k) Retirement Savings Plan
• HSA or FSA eligibility
• Long and Short-Term Disability Insurance
• Mental Health Benefits
• Fitness Reimbursement Program
• 25% employee discount & FAM Membership
• Flexible PTO
• Group Life Insurance
• EAP through AllOne Health (formerly Carebridge)

Compensation

• Gopuff pays employees based on market pricing and pay may vary depending on your location. The salary range below reflects what we’d reasonably expect to pay candidates. A candidate’s starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and market conditions. These ranges may be modified in the future. Exceptions may be made for exceptional individuals. For additional information on this role’s compensation package, please reach out to the designated recruiter for this role.
• This role is eligible for a discretionary annual cash bonus and participation in Gopuff’s equity incentive plan.
• Base Salary Range: $140,000 - $175,000

Key Responsibilities:

Operational Leadership

• Lead end-to-end Driver Support and Customer Support operations across multiple markets and support channels.
• Develop and execute scalable support strategies that improve response times, issue resolution, service quality, and operational efficiency.
• Establish and maintain service-level standards, operational KPIs, escalation procedures, and quality expectations.
• Partner with FL Headquarters and field leadership teams to ensure operational consistency and alignment across in-office and remote support functions.
• Drive continuous improvement initiatives focused on customer experience, driver satisfaction, and operational performance.
• Oversee workforce planning, staffing models, scheduling, and support coverage to ensure business demands are met during peak operating periods.

Driver Support Operations

• Oversee all driver support functions, including delivery escalations, account support, payment inquiries, route concerns, scheduling issues, app troubleshooting, and operational disruptions.
• Ensure delivery partners receive timely, professional, and accurate support throughout the delivery lifecycle.
• Lead high-priority escalations involving service failures, driver incidents, operational delays, and compliance-related concerns.
• Partner closely with Logistics, Dispatch, Fulfillment, and Operations teams to improve driver communication and reduce recurring operational issues.
• Analyze driver support trends and operational data to improve driver retention, engagement, efficiency, and overall delivery performance.
• Develop policies, SOPs, and support workflows that create consistency across driver support operations.

Customer Support Operations

• Lead all customer support operations related to order issues, delivery delays, refunds, damaged or missing items, account concerns, and service escalations.
• Ensure customers receive high-quality, empathetic, and resolution-focused support across all communication channels.
• Own customer escalation management processes and ensure resolutions align with company standards and brand expectations.
• Review customer feedback, support metrics, and complaint trends to identify root causes and drive operational improvements.
• Partner cross-functionally with Operations, Inventory, Product, and Fulfillment teams to reduce preventable customer issues and improve overall customer experience.
• Implement quality assurance standards and coaching programs that improve response quality and first-contact resolution.

Team Leadership & People Management

• Lead, coach, and develop managers, supervisors, team leads, and support specialists across Driver and Customer Support functions.
• Oversee employee performance management, compensation administration, organizational reporting structures, and workforce development initiatives.
• Establish accountability standards, performance expectations, and development plans for all support personnel.
• Partner with HR and leadership teams on hiring, onboarding, retention strategies, succession planning, and employee engagement initiatives.
• Build and maintain a high-performance culture focused on urgency, ownership, professionalism, collaboration, and operational excellence.
• Ensure support teams are properly trained, equipped, and aligned with company policies, operational procedures, and service standards.

Performance Management & Reporting

• Own and report on key operational metrics, including response times, resolution times, ticket volume, escalation rates, Customer Satisfaction Score (CSAT), driver satisfaction, first-contact resolution, and SLA performance.
• Develop dashboards, reporting tools, and operational reviews to monitor support performance and identify improvement opportunities.
• Use data-driven insights to improve workflows, optimize staffing, reduce repeat contacts, and increase operational efficiency.
• Present operational updates, performance trends, staffing recommendations, and business risks to senior leadership and FL Headquarters teams.
• Monitor workforce productivity and support capacity to ensure effective coverage across all operating hours, including weekends, holidays, and peak demand periods.

Process Improvement & Cross-Functional Collaboration

• Identify operational inefficiencies and implement scalable process improvements across support functions.
• Standardize escalation management, documentation practices, communication protocols, and quality assurance procedures.
• Collaborate with Product, Technology, Logistics, Fulfillment, and Operations teams to improve systems, workflows, and support tools.
• Lead initiatives that improve operational consistency, reduce friction points, and enhance both driver and customer experiences.
• Ensure compliance with company policies, operational standards, privacy requirements, and safety procedures.

Required Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Communications, Logistics, or a related field preferred.
• 7+ years of leadership experience in customer support, driver support, logistics, delivery operations, call center operations, or service operations.
• Experience leading large-scale support teams within high-volume operational environments.
• Strong understanding of last-mile delivery operations, escalation management, workforce planning, and customer experience strategy.
• Proven ability to scale operational processes and improve service performance within rapidly growing organizations.
• Experience managing compensation processes, employee performance, reporting structures, and organizational development initiatives.
• Strong analytical, problem-solving, and operational decision-making skills.
• Excellent communication and cross-functional leadership abilities.
• Ability to operate effectively in a fast-paced, rapidly evolving environment.

Preferred Qualifications

• Experience in last-mile delivery, rapid delivery, e-commerce, logistics, retail operations, transportation, or marketplace operations.
• Experience supporting both customer-facing and driver-facing operational teams.
• Experience with CRM platforms, ticketing systems, workforce management tools, QA programs, and operational reporting dashboards.
• Prior Director-level leadership experience in operations or support organizations.
• Experience building or scaling support organizations during periods of rapid company growth.

Core Competencies

• Operational Leadership
• Customer Experience Management
• Driver Support Operations
• Workforce Planning
• Compensation & Performance Management
• Escalation Management
• Process Improvement
• Service-Level Management
• Data Analysis & Reporting
• Cross-Functional Collaboration
• Organizational Development
• Team Leadership & Coaching
• Quality Assurance
• Conflict Resolution

Success Metrics

• Improved customer satisfaction and driver satisfaction scores
• Reduced response and resolution times across support channels
• Increased first-contact resolution rates
• Reduced escalation volume and repeat support contacts
• Improved workforce productivity and operational efficiency
• Increased driver retention and support quality
• Stronger alignment between support operations, field teams, and FL Headquarters
• Improved operational consistency across all markets and support functions

Work Environment

This is a senior operational leadership role within a fast-paced, high-growth last-mile delivery environment. The Director will work closely with support teams, field operations, logistics, fulfillment centers, and executive leadership to ensure both drivers and customers receive a consistent, professional, and high-quality support experience. Flexibility may be required during peak business periods, weekends, holidays, and urgent operational events.

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.

Like what you’re hearing? Then join us on Team Blue.

LI-GOPUFF

Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.