Agent Success Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a responsive contact for assigned agents, addressing inquiries and resolving issues.

• Proactively engage with and manage relationships within an assigned agent portfolio to enhance engagement and retention.

• Lead and conduct agent onboarding and system training sessions.

• Collaborate cross-functionally with the Product team to remain informed about platform updates and integrate those changes into training materials.

• Keep training materials organized and up-to-date, along with documented standard operating procedures (SOPs).

• Acquire a comprehensive understanding of vendor/carrier portals, including load scheduling and dispatch, carrier capacity and load-matching, and supply chain visibility portals.

• Assist agents in building their books of business and identify growth opportunities within the ATG platform.

• Serve as a liaison between agents and internal departments.

• Cultivate relationships with external partners.

• Create marketing materials and partner one-pagers for initiatives directed at agents.

• Oversee the assigned portfolio, ensuring onboarding and training obligations are fulfilled, maintaining current process documentation, and acting as a dependable point of contact.

⛳️ Requirements

• Exceptional organizational and time-management abilities, capable of independently handling multiple priorities and deadlines.

• Proven capacity to work independently and self-manage daily tasks without close supervision.

• Strong written and verbal communication skills, with experience in presenting to and training external stakeholders.

• Experience in creating and maintaining structured processes, documentation, and SOPs.

• Comfort in working collaboratively across Product, Shared Capacity, and external partner teams.

• Previous experience in freight brokerage, third-party logistics (3PL), or a similar agent/customer success position is preferred.

• Proficient in CRM and business platforms (e.g., Salesforce, TMS platforms) is preferred.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible work environment with remote options.

• Competitive salary and performance-based incentives.