Customer Service Operations Supervisor - Bulgaria (Remote)

Relay is fundamentally reshaping how goods move in an online era. Backed by Europe’s largest-ever logistics Series A ($35M), led by deep-tech investors Plural (whose portfolio spans fusion energy and space exploration), Relay is scaling faster than 99.98% of venture-backed startups. We're assembling the most talent-dense team the logistics industry has ever seen

Relay’s Mission is to free commerce from friction. Today, high delivery costs act as a hidden tax on e-commerce, quietly shaping what can be sold online and limiting who can participate. We envision a world where more goods move more freely between more people, making the online shopping experience seamless and accessible to everyone.

THE TEAM
• ~90 people, more than half in engineering, product and data
• 45+ advanced degrees across computer science, mathematics and operations research
• Thousands of data points captured, calculated, analysed and predicted for every single parcel we handle
• An intellectually vibrant culture of first‑principles thinking, tight feedback loops and relentless experimentation

The Opportunity

We are seeking a dedicated and proactive Customer Service (non-live) Operations Supervisor to manage and optimise our daily operational activities. The ideal candidate will possess strong leadership skills and foster a positive team environment while driving continuous improvement across the department. You will be the first hire for this role so we will be looking for someone with previous experience, an entrepreneurial spirit to take on new challenges and can work with minimal to no supervision. This role will be essential to building the foundations for the future of being a supervisor at Relay.

This is a fantastic opportunity for a motivated individual looking to make a significant impact on the operations of a dynamic and growing organisation. If you are passionate about leadership, continuous improvement, and delivering high-quality results, we encourage you to apply.

You will be responsible for:

• Team Management & Mentorship: Oversee daily operations by conducting regular one-to-ones (121s), providing coaching, and managing team performance to ensure all team members are meeting their targets and contributing effectively.

• Resource Utilisation: Ensure that all resources are used efficiently, and team productivity is maximised. Implement strategies to improve workflow and resource allocation.

• Process Development: Develop and refine processes to enhance operational efficiency and quality. Continuously seek opportunities for improvement and implement best practices.

• Reporting and Monitoring: Create and maintain reports to track key performance indicators (KPIs) and other metrics. Use data to identify areas for improvement and take appropriate actions.

• Continuous Improvement: Drive a culture of continuous improvement by implementing industry best practices, optimising processes, and reducing inefficiencies.

• Performance Monitoring: Closely monitor KPIs, promptly address deviations, and ensure the team is aligned with business objectives.

• Collaboration: Work closely with leadership to ensure that operations are in sync with overall business goals. Collaborate with other departments to streamline processes and improve cross-functional communication.

• Scheduling: Prepare and manage team schedules, ensuring compliance with legal and labour law requirements while meeting operational demands.

• Project Assistance: Assist the Head of Customer Service on various projects, contributing insights and driving initiatives to successful completion.

Who Will Thrive in this role?

• Problem-solving: Strong problem-solving skills, with the ability to think critically and make informed decisions under pressure.

• Technical Skills: Proficient in GSuite, particularly Google Sheets, with the ability to create and manage complex reports.

• Proactivity: A proactive approach to work, with the ability to anticipate challenges and address them before they escalate.

• Team Player: Strong collaboration skills, with a commitment to working as part of a team to achieve common goals.

• Independence: Able to work independently, managing time and priorities effectively.

• Communication: Excellent communication skills, both written and verbal, with the ability to convey information clearly and effectively to team members and leadership.

• Growth Mindset: You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team

We are looking for candidates who…

• 1-2 years of experience in a supervisory role

• Familiarity with customer support tools and technologies - ideally Dixa

• Excellent communication and interpersonal skills

• Strong problem-solving skills

• Ability to develop and implement customer support policies and procedures to drive excellence

• The position is primarily remote, but occasional travel to the London office may be required.

• This role would be at least 40 hours per week which may include weekend work.

Who Thrives at Relay?

• Aim with Precision: You define problems clearly and measure your impact meticulously.

• Play to Win: You chase bold bets, tackle the hard stuff, and view constraints as fuel, not friction.

• 1% Better Every Day: You believe that small, consistent improvements lead to exponential growth. You move quickly, deliver results, and learn from every experience.

• All In, All the Time: You show up and step up. You take ownership from start to finish and do what it takes to deliver when it counts.

• People-Powered Greatness: You invest in your teammates. You give and receive feedback with care and candour. You build trust through high standards and shared success.

• Grow the Whole Pie: You seek out win-win solutions for merchants, couriers, and our customers, because when they thrive, so do we.
  
  If these resonate, and you combine strong technical fundamentals with entrepreneurial drive, let’s connect.

Relay is an equal-opportunity employer committed to diversity, inclusion, and fostering a workplace where everyone thrives.