Customer Support Analyst

🕒 May 7

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Loadsmart

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🚗 Transport

☁️ SaaS

🤖 Artificial Intelligence

💰 $200M Series D on 2022-02

Transport • SaaS • Artificial Intelligence

Loadsmart is a company that specializes in providing advanced freight and logistics solutions. They offer a range of services including managed transportation, freight planning, and execution, as well as multimodal shipping capabilities such as FTL, LTL, PTL, and drayage. Loadsmart leverages technology and artificial intelligence through tools like ShipperGuide TMS and FreightIntel AI to optimize freight operations, reduce costs, and enhance efficiency. Their solutions include a robust Transportation Management System, dock scheduling software, and visibility tools for yards and assets. Loadsmart also offers digital brokerage services and tools to optimize carrier networks and fleet operations. They are committed to transforming logistics through innovative technology and real-time data insights.

📋 Description

• Provide timely and effective responses to customer inquiries and issues • Own and resolve complex logistics and SaaS customer issues • Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations • Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution • Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests • Develop and contribute to internal knowledge bases and customer help center content • Identify patterns in customer issues and proactively suggest process improvements

🎯 Requirements

• 2+ years of Experience in Customer Support for SaaS companies • 2+ years of experience in Logistics, TMS or similar • Advanced written and spoken **English** and **Spanish **communication skills • Experience using ticketing systems (Zendesk preferred) • Strong analytical, troubleshooting, and problem-solving skills • Ability to assess and prioritize urgent or potentially urgent issues • Confidence in communicating with customers, even when delivering unfavorable news • Proven ability to learn and master new products quickly • Experience creating educational content for customer help centers • Ability to build and maintain an internal knowledge base to support internal teams • Customer-focused mindset with a commitment to delivering an outstanding experience • A proactive and initiative-driven approach to learning and improvement

🏖️ Benefits

• Competitive base salaries - we believe in rewarding top talent • Extremely competitive Equity package - become a shareholder in our company! • Loadie Time Off - PTO and sick days without a limit