Convoy, a digital freight matching platform, has laid off an undisclosed number of staff in the company's customer experience operations team.

Convoy staffed its customer experience operation team earlier in the year, with levels required for a smoother transition into its new customer service mode. The layoffs were an effort to right-size the company’s team following the successful completion of the transition, which has reportedly doubled the company’s efficiency levels. 

“With our customer service model transition complete and demonstrating efficiency levels double that of 2022 in many cases, coupled with a delayed rebound in the overall freight market, we are now right-sizing staffing levels accordingly,” stated a representative from Convoy. 

This will be the company’s second round of layoffs in 2023 and the fourth round of layoffs within a period of 12 months. 

Analyst QuickTake: In February 2023 , the company announced its first round of layoffs for the year in an effort to change the company’s customer service model while also focusing on increasing the efficiency and profitability of the business. The company also had two other rounds of layoffs in October 2022 and June 2022 .