Customer Support Specialist

Job not on LinkedIn

🕒 Yesterday

🐊 Florida, Idaho, +6 more states – Remote

🐊 Florida – Remote 🥔 Idaho – Remote 🌾 Nebraska – Remote 🏈 Ohio – Remote 🚗 Michigan – Remote 🔔 Pennsylvania – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Avatar

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

☁️ SaaS

📦 Logistics

🤝 B2B

SaaS • Logistics • B2B

Avatar is a B2B software company that provides DriverHub, a platform for commercial fleets to manage driver recruiting, hiring, DOT compliance, and safety training. Their product set includes AI-powered recruiting and onboarding (AI Voice Assistant, AvatarAssistant), candidate landing pages, automated qualification and workflow triggers, DOT compliance tools (DQ file management, 19-A form generation, compliance dashboards), a training marketplace, and professional services. Avatar integrates with 70+ systems to connect payroll, HRIS/ATS, telematics, TMS, vehicle maintenance, background checks, and learning management systems to help fleets reach 100% compliance and reduce cost-per-hire.

📋 Description

• Own, triage, prioritize, and resolve inbound support tickets across email, chat, and phone • Respond to clients within 3 business hours with a solution, training, or request for more information • Meet response and resolution SLAs while maintaining high CSAT • Reproduce customer-reported problems in DriverHub, isolate root causes, and resolve issues directly where possible • Troubleshoot API behavior, integration syncs, driver file uploads, OCR results, workflow logic, notifications, and reporting • Interpret application logs, API payloads, webhook histories, and audit trails • Compare actual and expected behavior and document findings in tickets • Diagnose driver qualification file, MVR, medical certificate, DOT document, OCR, parsing, data, and roster synchronization issues • Create clear bug reports with reproduction steps, impact scope, logs, screenshots, and affected-record links • Follow escalated issues through customer resolution • Coach customers through Loom walkthroughs, knowledge-base links, and scheduled follow-ups • Document recurring issues, workarounds, and solutions in Confluence • Build UserPilot Flows for self-service • Tag and categorize tickets in HubSpot and flag retention risks to Customer Success • Maintain customer accounts and information • Assist with onboarding and offboarding • Develop training materials and complete Client Success and client-owned tasks and projects • Participate in software and release testing, including occasional weekend testing • Partner with Managed Services on customer-facing compliance work • Track first-response SLA, knowledge-base development, and ticket quality metrics

🎯 Requirements

• 2+ years in a technical customer support, technical account management, or implementation role • Ideally experience at a B2B SaaS company serving operational buyers • Comfortable reading API documentation • Experience inspecting JSON and XML request and response payloads • Experience digging through log files • Ability to distinguish user errors, configuration issues, data issues, and bugs • Comfortable working with CSVs, structured documents, and file uploads • Hands-on experience with at least a few of: Zendesk, HubSpot Service Hub, Intercom, Freshdesk, HubSpot CRM, Postman, browser developer tools, Datadog, or similar tools • Comfortable in Google Suite and Microsoft Office • Clear, organized written and verbal communication • Process orientation and ability to follow and improve SOPs • Ability to take ownership and close the loop on customer issues • Reliable high-speed internet access • Ability to work during established core business hours • Ability to remain focused for extended periods while working at a computer and engaging in virtual meetings • Nice to have: FMCSA / DOT compliance knowledge or experience in driver qualification, trucking, motorcoach, transit, or fleet operations • Nice to have: exposure to driver compliance or driver recruiting platforms • Nice to have: familiarity with HRIS, background check, MVR monitoring, ELD, or e-signature integrations • Nice to have: exposure to Scrum or other agile rituals • Nice to have: light SQL or spreadsheet modeling skills

🏖️ Benefits

• Remote work environment • Full-time employment • Dedicated professional workspace • Reliable high-speed internet access • Monday through Friday, 8:00 AM to 5:00 PM EST schedule • Occasional weekend testing • Equal opportunity employer • Inclusive work environment

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