Key Responsibilities
Customer Support & Case Management:
- Respond to customer support requests via email, in-app chat, and phone within defined SLAs.
- Investigate and troubleshoot user-reported issues in the FreightPOP TMS (UI, configuration, workflows, integrations, and shipments).
- Ask clear, targeted questions to gather all necessary details (order/shipment IDs, carrier, workflow steps, error messages, browser, etc.).
- Provide clear, concise resolutions and steps to customers, documenting solutions thoroughly.
- Convert chats to tickets and ensure all tickets are properly categorized, prioritized, and updated until resolution.
- Close tickets only once the customer confirms resolution or reasonable closure criteria are met.
Issue Triage & Escalation:
- Classify inbound requests as questions, technical issues, or feature requests, and assign appropriate severity.
- Follow standard support processes to escalate bugs, complex issues, and product gaps to the appropriate internal teams (e.g., Jira tickets for Product/Engineering).
- Collaborate with Product and Engineering to reproduce, track, and validate fixes for reported issues.
- Keep customers proactively updated on the status of open issues, especially those tied to bugs or releases.
Freight & Shipment Support:
- Assist customers with shipment-related issues within FreightPOP, including tracking, exceptions, and status questions.
- Work with carriers and internal freight operations to gather tracking updates and resolve shipment issues when applicable.
- Ensure shipment updates, PRO numbers, and exception details are accurately reflected in the TMS so customers have real-time visibility.
- Guide customers on best practices for providing complete shipping information (pickup numbers, product descriptions, hazmat details, time windows, etc.).
Knowledge & Process Management:
- Use Confluence and internal documentation to find solutions before escalating.
- When a new solution is identified, document it in the knowledge base to support self-service and faster future resolutions.
- Follow and help refine the Customer Support Detailed Process, including proper use of support email, ticketing system, and escalation procedures.
- Identify recurring issues and share feedback with Product, Engineering, and Account Management to drive product and process improvements.
Collaboration & Communication:
- Act as a liaison between customers and internal teams (Account Managers, Carrier Sales, Product, Engineering, Freight Operations).
- Communicate clearly and professionally with both technical and non-technical users.
- Update internal comments, tags, and fields so any team member can quickly understand the context and history of an issue.
Key Competencies:
- Customer-first mindset with a focus on ownership and follow-through.
- High attention to detail in notes, ticket fields, and documentation.
- Ability to stay calm and helpful under pressure or when dealing with urgent issues.
- Collaborative, team-oriented approach with willingness to help others and share knowledge.
- Continuous improvement mindset—actively looks for ways to improve processes and the customer experience.
Job Qualifications:
- Experience with API documentation.
- Ability to efficiently perform technical troubleshooting via email with external partners.
- Bachelor’s degree or equivalent work experience.
- 1+ years of experience in a job in the shipping and logistics software market is preferred.
- Excellent written and verbal communication skills.
- Technical background, with experience in SaaS cloud-based solutions.
- Excellent teamwork skills.
