Weekend Operations & Customer Retention

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: TYPE OF WORK

Full Time

: SALARY

$350/month

: HOURS PER WEEK

25

: DATE UPDATED

Sep 13, 2026

JOB OVERVIEW

About SudDrop

SudDrop is a tech-enabled laundry pickup and delivery service operating in Halifax and Toronto, Canada. We're growing fast and building a lean, high-performing team to match.

About the role

This is a combined role covering two distinct functions each week:

Weekend Operations Management (Saturday–Sunday)

Live oversight of weekend pickup and delivery operations
Coordinating drivers, routes, and schedules during weekend business hours
Handling day-of issues: delays, failed pickups, driver questions, rescheduling
Monitoring on-time performance and driver utilization in real time

Customer Feedback & Retention Calls (Tuesday & Thursday)

Calling customers post-order to gather feedback and encourage Google reviews
Reaching out to customers who signed up but haven't ordered yet, to convert them with support and incentives
Identifying opportunities to move satisfied repeat customers onto SudDrop's subscription plan
Logging all calls and outcomes accurately in our systems
Must-Haves

These are non-negotiable requirements for this role:

- Secure, reliable internet connection — stable enough for live dispatch coordination and calls without interruption
- Available to work live during Atlantic Time (Halifax, NS) business hours — this role runs on ADT hours regardless of where you're located; it is not flexible or asynchronous
- Prompt, on-time, and communicative — shows up on schedule every shift and proactively flags issues, delays, or questions rather than going quiet
- Willing to learn and adapt — comfortable picking up new tools and processes and adjusting quickly as SudDrop's systems evolve

Requirements
- Strong spoken English with a natural, warm phone manner — this role is customer-facing and relationship-driven, not just administrative
- Comfortable handling an unhappy or hesitant customer calmly and turning the conversation around
- Basic comfort with scheduling/dispatch tools and logging data accurately
- Quiet space for calls

Schedule
- Saturday & Sunday: live operations coverage during weekend business hours (Atlantic Time)
- Tuesday & Thursday: customer feedback and retention calls
- Total: 4 days per week

Compensation
- All pay is in CAD
- Monthly set salary
- Plus bonuses if targets are met

What success looks like
On-time pickup/delivery rate and driver utilization targets met on weekend shifts
Low failed-pickup rate
Consistent, accurate feedback call logging
Meaningful conversion on customer reviews and subscription sign-ups from retention calls

Important!! Please send me a short Loom video of yourself talking about why you would be a great fit for this role.

SKILL REQUIREMENT

Customer Service Operation Management Dispatching

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Weekend Operations & Customer Retention

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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