Internal Customer Support

Loadsmart Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As an Internal Customer Support Specialist at Loadsmart, you will be at the forefront of ensuring the seamless operation and continuous improvement of our proprietary Brokerage Transportation Management System (TMS), codenamed Alice. This pivotal role acts as the primary point of contact for our internal Brokerage teams, providing critical support and acting as a crucial bridge between user needs and our engineering powerhouses.
• Your core responsibility will be to meticulously triage incoming defects, support tickets, and general requests originating from our Brokerage operations. This involves a deep dive into user-reported issues, understanding their impact, and determining the most effective course of action.
• A significant part of your role will be to resolve a substantial portion of these issues directly. This requires a strong understanding of Alice's functionalities, common user errors, and troubleshooting techniques. By efficiently resolving issues, you will minimize downtime and ensure our Brokerage teams can continue their work with minimal disruption.
• For issues that cannot be resolved at the first level, you will be tasked with translating them into exceptionally clear, concise, and reproducible tickets for our engineering teams. This requires exceptional communication skills, the ability to articulate technical problems in a way that engineers can readily understand, and a keen eye for detail to ensure all necessary information for effective debugging and resolution is included.
• Beyond reactive support, you will play a proactive role in enhancing the overall user experience and reducing the recurrence of common problems. This involves identifying trends in support requests and user feedback to pinpoint areas for improvement.
• You will contribute to the creation and refinement of comprehensive documentation, including user guides, FAQs, and troubleshooting articles. Clear and accessible documentation empowers users to self-serve and reduces the volume of repetitive support requests.
• Furthermore, you will collaborate with the Brokerage teams to identify opportunities for process improvements and workflow optimizations. By understanding their daily challenges, you can suggest and help implement changes that enhance efficiency and user satisfaction.
• This role is instrumental in ensuring our product squads can maintain their focus on delivering the strategic roadmap. By effectively managing and resolving front-line support issues, you shield them from constant interruptions, allowing them to dedicate their expertise to building new features and enhancing existing ones.
• You will become an expert in Alice, developing an in-depth knowledge of its features, functionalities, and common use cases. This expertise will enable you to provide insightful support and contribute to product development discussions.
• Your work will directly impact the productivity and satisfaction of our Brokerage teams, contributing to Loadsmart's overall efficiency and success in the logistics technology space.
• You will be a key player in fostering a culture of continuous improvement, leveraging user feedback and data to drive enhancements within Alice and related operational processes.
• This position offers a unique opportunity to work within a fast-paced, innovative environment at a leading tech unicorn in the logistics industry, contributing to the evolution of a critical internal tool.
• You will collaborate closely with various stakeholders, including Brokerage Operations, Product Management, and Engineering, to ensure a cohesive approach to problem-solving and product enhancement.
• The ability to manage multiple priorities, work under pressure, and maintain a positive and professional demeanor is essential for success in this dynamic role.
• You will be empowered to take ownership of issues, driving them to resolution and ensuring user satisfaction throughout the process.
• This role is ideal for someone who thrives on solving problems, enjoys interacting with users, and is passionate about technology and its application in revolutionizing an industry.
• Your insights will be invaluable in shaping the future development of Alice, ensuring it continues to meet the evolving needs of our Brokerage teams.
• You will contribute to a supportive and collaborative team environment, sharing knowledge and best practices with colleagues.
• The ultimate goal is to enhance the user experience of Alice, making it an even more powerful and intuitive tool for our Brokerage operations, thereby driving greater efficiency and success for Loadsmart.

🎯 Requirements

• Proven experience in a customer support, technical support, or similar role, preferably supporting internal users or complex software applications.
• Excellent problem-solving and analytical skills with the ability to troubleshoot and diagnose technical issues effectively.
• Strong written and verbal communication skills, with the ability to clearly articulate technical information to both technical and non-technical audiences.
• Detail-oriented with a meticulous approach to documenting issues and reproducing bugs.
• Proficiency in using ticketing systems (e.g., Jira, Zendesk) and other support tools.
• Familiarity with Transportation Management Systems (TMS) or logistics software is a strong plus.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for professional development and career growth within a rapidly expanding tech company.
• Remote work flexibility.
• A dynamic and collaborative work environment with a passionate team.

Skills & Technologies

REST

Junior

Remote

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Loadsmart Inc.

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About Loadsmart Inc.

Loadsmart Inc. provides digital freight brokerage and capacity-matching technology for shippers and carriers in North America. The cloud platform automates pricing, booking, and shipment execution for dry van, refrigerated, flatbed, and drayage freight. Integrations with TMS and ELD systems enable instant quotes, real-time tracking, and predictive analytics to optimize routes, reduce empty miles, and improve service levels. Founded in 2014, the company leverages AI and machine-learning models to balance supply and demand across its network of carriers and shippers.

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