Customer Success Representative

Job role: Customer Support Rep

​​​​​​Schedule: Monday to Friday, 10 AM - 4 PM EST/EDT ( This may expand to 9-5 depending on company need )

Salary: $1500- $2000 

Location: ​​​​​​Global

 ​​​​​​​Offices and team size: The team is currently ~30 core people in a remote work environment.

The Company

Our company delivers supply chain solutions for the trucking companies that power the logistics industry. Traditionally, freight brokers and shippers have outmaneuvered truckers thanks to their tech and data advantage. Using OEM data, external market information, proprietary data science and AI/ML algorithms, We give truckers the tools and insights they need to optimize their business and level the playing field. 

The Role 

We're looking for a highly motivated, friendly and detail-oriented Customer Support Rep to join our remote team. In this role, you will support customers as they onboard, use and troubleshoot the company's products. You will be the first line of defense ensuring our customers and prospects have a positive experience with our company. This role reports directly to the Director of People and Culture and the Director of Product Experience. 

What You'll Do 

● Respond to customer service inquiries via phone, email, Slack and our online ticketing platform 

● Assist users with technical and non-technical inquiries, recommend solutions and guide users through product features and functionalities 

● Help create and update our knowledge base and support materials to enable users to solve issues independently 

● Identify common issues and work with the marketing, operations and product teams to create long-term solutions, process or product improvements

● Manage escalations and bug reports by logging them in JIRA and collaborating with internal teams. 

● Ensure excellent service standards and maintain high customer satisfaction

​​​​​​​What We're Looking For 

● 2+ years of experience in customer support for a B2B SaaS company.

● Excellent written and oral communication skills - you will need to listen and respond to our users with empathy 

● Strong organizational skills 

● Patience and empathy - you will encounter users with limited technical proficiency

● A drive to take ownership of the problems you encounter 

● The ability to adapt to rapidly changing technical environments and systems

● An entrepreneurial mindset. This is a startup. If you see a better way to do things, make it happen - you have the power to affect change 

● A sense of urgency and comfort working in a fast-paced environment

● Self-starter who thrives in a remote, async-first environment. 

Bonus Qualifications 

● While this role does not require prior experience in logistics or trucking, a basic understanding will help you relate to our users 

● Previous experience in the startup world also helps but the most important thing is the right attitude and a willingness to learn 

● Experience working with Zendesk, Freshdesk or other similar support platforms

● Flexibility: We work during normal business hours, but there may be rare occasions where evening or weekend support is needed to maintain high user satisfaction 

Training (what we'll provide) 

● Many processes are already established. We will provide full training to enable your success and will teach you what you need to know about trucking and logistics. 

Growth opportunities 

● The company is growing quickly and you will be exposed to / will contribute to many different areas of a tech startup. 

● There will be opportunities to grow into a variety of roles from here.

Team and Values: 

We are dedicated to maintaining a high quality of work which enables our employees to continually grow in the capacities that they desire. At the same time, we are automating the trucking industry and competing on a scientific and technical level with billion-dollar companies.

This is a balancing act in which we all participate, and this is why only the best and most altruistic people are with us. To connect and deliver innovative results, we must care for and understand others. Our company operates as a team that is collectively committed to these values and is willing to grow within the company. 

We appreciate the interest of all applicants but please note that we will only follow up with candidates who have been selected for an interview.