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.
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
Relay’s Mission
Relay exists 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.
In this future:
Delivery feels invisible—free shipping is the default, and logistical friction disappears from consumers' minds.
Retailers of all sizes thrive equally online, whether selling a £5 item or a £500 one, as delivery becomes universally efficient and cost-effective.
Just as the internet eliminates friction from communication, Relay removes friction from the movement of goods, enabling broader participation and creating new opportunities for merchants and consumers alike.
The Opportunity
Support with developing and implement customer support policies and procedures, ensuring consistency across all channels
Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution
Provide customer support by responding directly and honestly to our customers and clients in a timely and accurate way to help resolve their queries
Complete thorough investigations to ensure you are providing customers with the most accurate and up to date information
Handle complaints - ensuring that you fully investigate the concerns while liaising with all relevant departments and escalating to appropriate stakeholders
Identify trends and recommend process improvements to optimise team performance and improve customer satisfaction
Stay up-to-date with industry trends, best practices, and customer support tools
Who Will Thrive in this role?
You have customer support experience, and there is truly no job in CS you would not be excited to take on – and some outside of CS as well. From implementing new processes and protocols, to completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them
You value and practise clear communication, active listening, and intentional collaboration with a high attention to detail
You have deep empathy for the humans for whom you work with, our clients, our end customers, operational team members, customers, partners, couriers and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work
You are a team player with a great work ethic and a customer-centric mindset
You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team
Who Thrives at Relay?
Relayers share core traits, captured in our guiding principles, "The Relay Edge":
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.
We are looking for candidates who…
1-2 years of experience in customer support/customer service
Familiarity with customer support tools and technologies
Excellent communication and interpersonal skills
Strong problem-solving skills
Ability to develop and implement customer support policies and procedures to drive excellence
