Customer Support Analyst

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

📋 Description

• Deliver prompt and effective responses to customer inquiries and concerns.

• Take ownership of and resolve intricate logistics and SaaS customer issues.

• Acquire a comprehensive functional and technical knowledge of a variety of SaaS products, encompassing setup, configuration, and third-party integrations.

• Precisely log and monitor customer issues in the ticketing system, ensuring appropriate follow-ups and escalation paths for resolution.

• Work collaboratively with internal teams, including Product and Engineering, to document and escalate bugs and feature requests.

• Develop and enhance internal knowledge bases and content for the customer help center.

• Recognize patterns in customer issues and proactively recommend process enhancements.

⛳️ Requirements

• Minimum of 2 years of experience in Customer Support within SaaS companies.

• At least 2 years of experience in Logistics, TMS, or a similar field.

• Proficient in written and spoken English communication skills.

• Familiarity with ticketing systems (Zendesk preferred).

• Strong analytical, troubleshooting, and problem-solving abilities.

• Capability to assess and prioritize urgent or potentially urgent matters.

• Confidence in communicating with customers, even when conveying unfavorable news.

• Demonstrated ability to quickly learn and master new products.

• Experience in creating educational content for customer help centers.

• Ability to establish and maintain an internal knowledge base to support internal teams.

• Customer-centric mindset with a dedication to providing an exceptional experience.

• Proactive and initiative-driven approach to learning and improvement.

🏝️ Benefits

• Competitive base salaries - we believe in rewarding top talent.

• Highly competitive equity package - become a shareholder in our company!

• Loadie Time Off - PTO and sick days without limits.