Customer Support Representative

Super Dispatch, a high-growth SaaS logistics company, is looking for a Senior Customer Support Representative to join our growing team. This is an exciting opportunity for a talented individual to work in support of a SaaS-enabled marketplace product.

As a Customer Support Rep at Super Dispatch, you will be our customer's first point of contact, providing both functional and technical support to customers across a broad spectrum of skill levels. The Customer Support Associate will be responsible for providing a positive experience to our carrier and shipper customers and contributing to the overall revenue growth of the company by working to resolve technical issues that arise in the product, while also participating in the on-going improvement of Super Dispatch's product suite.

Responsibilities:

• Field inbound customer support requests via phone, email and chat in English
• Available to work between 5pm - 1am UZT / 7am - 3pm CDT
• Deliver excellent customer service, driving high levels of customer satisfaction
• Diagnose and resolve customer issues promptly and professionally
• Work closely with engineering, product & design teams to translate user needs into actionable insights
• Thoroughly document & archive support issues and resolutions
• Contribute to Super Dispatch's growing knowledge base of help articles, training videos and internal documentation
• Participate and take ownership in various Support related projects and initiatives
• Test new software releases, features and functionality

Preferred Experience:

• Minimum 1-year experience in a startup and/or SaaS environment
• Minimum 1-year experience in a customer-facing technical support position
• Minimum 3-years in a customer service position
• Experience troubleshooting operating systems, web browsers, smartphones, and mobile apps
• Experience with technology in a diagnostic environment
• Experience with technical writing, documentation and/or administrative responsibilities
• Familiarity with the following: Gsuite, Microsoft Office, Salesforce, Slack, Intercom, Notion, Atlassian and/or similar software tools

Preferred Profile:

• A passion to help those in need and create an outstanding customer experience
• Analytical mindset with strong problem-solving skills
• Ability to multi-task and adapt to changes quickly
• Curious and open-minded, with a desire to always learn more
• Ability to take full ownership of projects and work independently with minimal supervision
• Ability to collaborate effectively with other team members
• Trustworthy, honest, and dependable
• Detail-oriented with strong organizational skills
• Positive attitude with a passion for growth and building new things
• Effective communicator

Bonus Points For:

• Experience in the transportation or logistics industry
• Spanish and/or Russian speaking
• IT Training and/or Web Development experience
• Experience with UX Design and/or research

Within 1 month, you’ll…

• Graduate from Super Dispatch’s company-wide new employee onboarding program. You’ll get caught up with who we are, how we work, and what we're building.
• Learn best practices for handling customer questions and troubleshooting issues.
• Understand the full functionality of Super Dispatch products, as well as the greater auto transportation industry and competitive landscape.

Within 3 months, you’ll…

• Consistently resolve customer inquiries and problems with minimal assistance
• Prioritize and escalate issues as needed to meet customer requests
• Take ownership of ad-hoc projects and deliver results on them

Within 6 months, you’ll…

• Consistently meet or exceed KPI's. Achieve a consistent customer rating above 95%, with an average response time under 5 minutes.
• Collaborate with engineering, product, design and QA teams to help build a better product

Within 12 months, you’ll…

• Proactively identify and implement ways to increase efficiency in Customer Support processes
• Assist in training new team members through shadowing sessions and coaching on best practices