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Associate Customer Support Specialist

RareStep, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the first point of contact for thousands of Fleetio customers, delivering friendly, accurate, and timely support via phone, email, and chat. You’ll own the entire support journey—from greeting the customer to confirming the fix—while maintaining a 95 %+ satisfaction score.
• Master every corner of our fleet-management platform: vehicle lifecycle tracking, fuel & maintenance workflows, telematics integrations, driver mobile apps, and reporting dashboards. You’ll translate technical jargon into plain language so fleet managers, mechanics, and drivers can get back on the road fast.
• Troubleshoot and resolve Tier-1 technical issues such as login problems, data import errors, mobile-app crashes, and basic API questions. When issues escalate, you’ll gather logs, screenshots, and reproduction steps so our engineering team can jump in with surgical precision.
• Build and maintain an internal knowledge base of FAQs, known bugs, and workaround scripts. Your documentation will become the single source of truth for both customers and teammates, cutting average handle time by 20 % within your first six months.
• Partner closely with Product, Engineering, and Customer Success to surface recurring pain points and champion customer-driven enhancements. You’ll tag and quantify feature requests, turning anecdotal feedback into data that shapes our roadmap.
• Monitor support queues in Zendesk, Intercom, and Slack to ensure every ticket is acknowledged within one business hour and resolved within SLA. You’ll juggle 25–30 active cases daily without ever making a customer feel like a number.
• Deliver live “how-to” webinars and produce bite-sized video tutorials that empower customers to self-serve. Your content will be viewed by thousands of fleet professionals worldwide, reducing inbound ticket volume and boosting product adoption.
• Contribute to weekly support metrics reviews—CSAT, first-response time, resolution time, and ticket backlog—presenting insights and action plans that help the team continuously raise the bar.
• Champion Fleetio’s remote-first culture by participating in virtual stand-ups, peer shadowing sessions, and cross-functional “voice of the customer” meetings. You’ll make colleagues across time zones feel like neighbors.
• Stay ahead of the curve on transportation technology trends—EV adoption, ELD mandates, AI diagnostics—so you can proactively guide customers through industry shifts and position Fleetio as their strategic partner.

🎯 Requirements

• 1–2 years of customer support or client-facing experience in a SaaS environment
• Demonstrated ability to learn complex software quickly and explain it clearly to non-technical users
• Comfortable working in a fully remote setting with reliable high-speed internet and a distraction-free workspace
• Experience with Zendesk, Intercom, or similar ticketing tools
• Nice-to-have: familiarity with fleet management concepts, telematics, or automotive maintenance workflows

🏖️ Benefits

• 100 % remote work with flexible hours and a quarterly home-office stipend
• Competitive salary plus stock options in a fast-growing Series D company
• 100 % paid health, dental, and vision insurance for you and 50 % for dependents
• 401(k) with company match, generous PTO, and paid volunteer days
• Annual professional-development budget of $1,500 for courses, conferences, and certifications

Skills & Technologies

Rails

Junior

Remote

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RareStep, Inc.

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About RareStep, Inc.

RareStep, Inc. provides fleet management software for commercial vehicle operators. The cloud platform tracks maintenance, fuel, inspections, parts, work orders, and driver assignments across trucks, vans and equipment. Customers use mobile apps and telematics integrations to monitor utilization, schedule services, control costs and ensure compliance. Founded in 2012 in Birmingham, Alabama, the company serves thousands of fleets worldwide.

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