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).

• Profit Drives Purpose – We believe running a profitable business allows us 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 1,000 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.

ABOUT THE ROLE

We’re looking for a reliable, empathetic, and solutions-driven Customer Service Representative II (CSR II) to support our rapidly growing team at LoadUp. In this role, you’ll handle more complex customer and Loader interactions, resolve nuanced service issues, and take greater ownership of cases from start to finish. You’ll be trusted to work independently, exercise sound judgment, and deliver consistent, high-quality resolutions that align with LoadUp’s commitment to service excellence.

WHAT YOU’LL DO

Complex Case Management & Escalations

• Serve as a primary point of contact for customers and Loaders via phone, text, chat, and email, focusing on more complex or time-sensitive cases.

• Act as the first point of contact for escalations from CSRs, responding with empathy and professionalism.

• Take full ownership of assigned cases, ensuring resolution without unnecessary handoffs.

• Close the loop with customers who leave negative feedback on satisfaction surveys.

Real-Time Problem Solving & Monitoring

• Troubleshoot service challenges in real time, making informed decisions within established guidelines.

• Monitor on-hold orders and proactively address potential risks to service completion.

• Identify recurring issues or trends and flag them to leadership to support continuous improvement.

Cross-Functional Collaboration & Documentation

• Collaborate closely with Dispatch, Field Operations, and other internal teams to ensure a smooth customer experience.

• Accurately document all interactions, actions, and outcomes in internal systems with a high degree of detail.

• Consistently uphold LoadUp’s core beliefs and represent the brand with integrity.

WHAT YOU BRING

• Experience: 2+ years in a high-volume customer service or support environment; experience resolving escalated issues is key.

• Technical Proficiency: High level of comfort with technology and the ability to adapt quickly to evolving tools and workflows.

• Communication: Strong skills to navigate nuanced conversations and resolve complex issues calmly and professionally.

• Critical Thinking: Proven ability to work independently, exercise sound judgment, and manage multiple priorities in a fast-paced environment.

• Education: High school diploma or GED required; some college experience preferred.

• Availability: Ability to work fully in-office (Monday – Friday, 7:30 - 4:30) and work nights or weekends as required.

WHO YOU ARE

• An Empathetic Problem-Solver who remains calm and customer-focused even in challenging, non-routine scenarios.

• A High-Ownership Professional who follows through on every task and avoids "passing the buck."

• A Collaborative Teammate with a willingness to support shared goals and help the broader team succeed.

• A Detail-Oriented Communicator who understands that accurate documentation is the backbone of great service.

WHAT YOU CAN EXPECT

At LoadUp our goal is to foster an environment that celebrates the success of all team members and build a winning culture. We offer a dynamic, transparent work environment where innovative ideas thrive, and teamwork is key to providing exceptional service to our customers.

• Competitive Compensation – Earn a competitive salary that rewards results and team impact.

• Comprehensive Health & Wellness Benefits – Medical, Dental, Vision, and Life Insurance coverage to support your well-being, on and off the job.

• Flexible Spending & Savings Options – Tailor your healthcare planning with FSA or HSA accounts, putting control and flexibility in your hands.

• Generous Paid Time Off – Take the time you need to rest, recharge, or explore life outside of work.

• 401(k) with 5% Company Match – Plan for the long-term, including a generous company contribution.

• Employee Recognition Program – Get rewarded and celebrated for your contributions.

• Monthly Lifestyle Stipends – Support for the essentials, or the extras, designed to enhance your everyday experience.

• Referral Rewards Program – Help us build a high-performing team and get rewarded for referring great talent.

• Growth with Purpose – We’re a scaling company where career paths evolve. You’ll have the opportunity to grow alongside the business and shape its future.

LoadUp is an equal-opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.