Customer Support Specialist

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

📋 Description

• Deliver multi-channel support through email, chat, and phone for carriers, drivers, shippers, and brokers.

• Investigate and resolve billing issues, encompassing subscription management, invoicing discrepancies, and payment-related inquiries.

• Assist users with the SuperPay solution, addressing payment processing challenges, transaction issues, and setup guidance.

• Identify, diagnose, and resolve technical and operational issues, escalating complex problems when necessary.

• Educate users on platform features and best practices.

• Gather user feedback to inform product enhancements.

• Document recurring issues for internal evaluation.

• Develop and maintain knowledge base articles, user manuals, and troubleshooting resources.

• Collaborate with product, engineering, and sales teams to ensure smooth issue resolution and a customer-first approach.

⛳️ Requirements

• 2–4 years of experience in customer support, preferably within a SaaS or technical environment.

• Excellent communication skills with the ability to convey technical concepts to non-technical users, including API connections.

• Experience in supporting billing systems or payment platforms like Braintree, Chargebee, or similar.

• Familiarity with software troubleshooting methods and customer success strategies.

• Capability to manage complex inquiries and effectively resolve escalated issues.

• Proactive attitude with strong organizational skills and attention to detail.

• Customer-focused mindset and commitment to providing exceptional support.

• Experience with CRM tools such as Salesforce or ticketing systems like Zendesk is advantageous.

• Availability to work weekend shifts on Saturday or Sunday as part of the regular schedule.

• Willingness to work late/evening shifts with coverage until 7:00 PM as part of the regular schedule.

• Spanish language proficiency is preferred, though not mandatory.

• Candidates must be U.S. citizens.

• Proof of citizenship is required during the hiring process.

🏝️ Benefits

• Multiple health, dental, and vision plans with a portion of employee premiums covered by the company.

• Stock options.

• 401K with company matching.

• 100% remote-first culture.

• Monthly $50 wellness stipend for health, wellbeing, and fitness needs.

• Flexible PTO policy.

• 6–12 weeks of paid parental leave.

• Provision of the latest technology and equipment.

• Medical, dental, and vision coverage with generous premium contributions for employees and their families.

• Health Savings Account with employer matching.

• Company-paid disability and life insurance.

• Opportunity to add additional insurance coverage for employees and their families.