Customer Support Representative

Super Dispatch is looking for an experienced Customer Support Representative to join our growing team! This is a fully remote role and an exciting opportunity for a talented individual to join a high-growth SaaS company.

As a Customer Support Rep at Super Dispatch, you will be our customer's first point of contact, providing both functional and technical support to customers across a broad spectrum of skill levels. You will be responsible for providing a positive experience to our carrier and shipper customers and contributing to the overall revenue growth of the company by working to resolve high-level technical issues that arise in the product, while also participating in the ongoing improvement of Super Dispatch's product suite.

What you’ll do:

• Comprehensive Customer Support: Field and handle inbound customer support requests through multiple channels including phone, email, and chat with the utmost professionalism and efficiency.
• Advanced Issue Resolution: Expertly diagnose and resolve customer issues in a timely manner, ensuring a seamless customer experience.
• Software Evaluation: Conduct thorough testing of new software releases, features, and functionality to maintain product excellence.
• Documentation and Knowledge Management: Meticulously document and archive customer support issues and resolutions for reference and improvement purposes.
• Project Ownership: Take ownership of various Support-related projects and initiatives, driving them to successful completion.
• Exemplary Service: Deliver exceptional customer service, consistently achieving high levels of customer satisfaction and loyalty.
• Cross-functional Collaboration: Collaborate closely with engineering, product, and design teams to effectively translate user needs into actionable insights for product enhancements.
• Knowledge Base Contribution: Actively contribute to the expansion of Super Dispatch's knowledge base, including creating help articles, training videos, and internal documentation.

What you bring:

• Minimum of 1 year in a Startup/SaaS environment.
• Minimum of 1 year in a customer-facing technical support position.
• Minimum of 3 years in a customer service-oriented role.
• Experience troubleshooting operating systems, web browsers, smartphones, and mobile apps.
• Proficiency with technology, preferably in a diagnostic environment.
• Experience with technical writing, documentation, and/or administrative responsibilities.
• Familiarity with tools such as Gsuite, Microsoft Office, Salesforce, Slack, Intercom, Notion, Atlassian, or similar software.

Bonus points for:

• Proficiency in Spanish and/or Russian.
• Transportation/Logistics/Automotive industry experience.
• IT training and/or Web Development experience.
• Experience with UX Design and/or research.
• Experience with product/project management.
• Previous people management experience.

Who you are:

• Customer-focused - you have a genuine passion for helping other and delivering exceptional customer experiences.
• Analytical - you have an analytical mindset coupled with strong problem-solving skills.
• Adaptable - you adjust quickly to changing priorities and conditions, and you respond positively to complexity and change.
• Continuous learner - you are curious, open minded, and have a desire for continuous learning and self-improvement.
• Ownership - you take ownership of projects and work independently with minimal supervision.
• Team player - you have a collaborative mindset and the ability and build positive relationships with individuals across the organization.
• High integrity - you are trustworthy, honest, and dependable.
• Detail oriented - you have a keen eye for detail and exceptional organizational skills.
• Open and positive - you respond well to feedback and are willing to consider new ideas, perspectives, and approaches.
• Strong communicator - you have the ability to clearly articulate the solution to the problem you’re solving.

Within 1 month, you’ll…

• Graduate from Super Dispatch’s company-wide new employee onboarding program. You’ll get caught up with who we are, how we work, and what we're building.
• Learn best practices for handling customer questions and troubleshooting issues to ensure an exceptional customer experience.
• Understand the full functionality of Super Dispatch products, as well as the greater auto transportation industry and competitive landscape.

Within 3 months,