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Loadsmart

Posted 1 month ago

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Customer Support Analyst, Philippines

Philippines / RemoteRemoteFull-time

AI Summary

Customer Support Analyst who handles Level 1 support for SaaS logistics products, tracks issues, collaborates with Product/Engineering, and contributes to knowledge bases and process improvements.

About this role

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY?
Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)!
We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less.
With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.

We are looking for a Customer Support Analyst to join our team remotely! We are seeking someone proactive, data-driven and who thrives in a dynamic and fast-paced global company.
In this role, you will be responsible for Level 1 support, assisting customers across various channels while contributing to process improvement and escalation workflows. You are highly customer-focused and will ensure that all customer issues are tracked, followed up on, and resolved efficiently.
DEPARTMENT: Account Management
LOCATION: Philippines (Remote)

WHAT YOU GET TO DO:

  • 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

    • REQUIRED QUALIFICATIONS:

  • 2+ years of Experience in Customer Support for SaaS companies
  • 2+ years of experience in Logistics, TMS or similar
  • Advanced written and spoken English 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

    • Skills

    ConfigurationCustomer SupportData AnalysisDocumentationIncident EscalationIssue TrackingKnowledge BaseLogisticsProblem SolvingRemote CommunicationSaaSSupport WorkflowsThird-party IntegrationsTicketing SystemsTMSZendesk

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