Customer Support Analyst, Philippines
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 & Spanish 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
WORKING AT LOADSMART:
• Competitive base salaries - we believe in rewarding top talent • Loadie Time Off - PTO and sick days without a limit
At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.
It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale.