Customer Success Representative

About You

You are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry.

About the role

• The Customer Success Representative (CSR) role provides business and systems support for the product to CargoSprint´s primary customers.
• The CSR is expected to provide ‘first reply’ support and follow up to customer production issues and questions that are raised through the established channels. (This includes a ticketing system as well as an emergency phone line.)
• The CSR is responsible for ensuring that customer issues are responded to, investigated, and ultimately resolved in accordance with CargoSprint’s service level targets.
• The CSR serves as the first point of contact for CargoSprint’s VIP customer base for any issues, questions or concerns related to the CargoSprint platform (or its ‘white label’ variants).
• Therefore, the CSR will develop a robust knowledge of the company’s technology and solution offerings as well as industry knowledge to become a trusted resource for the customer. This is a dynamic role in a fast-paced environment where strong communication skills are essential.

What you'll do

• Receive, handle and own priority customer calls and support issues

• Activate and manage problem escalation and resolution processes

• Liaise extensively with engineering support teams for problem resolution

• Demonstrate superior written and verbal communication skills

• Analyze issue trends and occurrences – recommend permanent solutions both functional and technical

• Build long-term relationships of trust with key clients

• Develop, record and maintain key performance indicators – use the information to drive positive, meaningful and permanent change to systems and processes

• Work directly with clients to understand the individual needs of the business

• Provide flexible availability for 24/7 customer emergency hotline

• Use a variety of data analysis and organization tools to discover the most impactful insights

• Research software systems to understand existing functionalities and the impact of potential changes

• Assist with the capture of business requirements and translate these to specific and complete functional requirements to be relied upon by the designated project team.
• To ensure continued support for U.S. operations, employees will work on some Mexican holidays.

Qualifications

• Minimum BA or BS, preferably in a technical or analytic major

• Experience in SaaS product architecture and deployments is a plus

• Exposure to transportation industry domain desired, intermodal industry domain preferred

• Specialized training or certification such as PMP (Project Management Professional) a plus

• Strong tactical planning skills to create actionable and measurable plans

• Team building and organizational management

• Influential skills for cross-team and intra-team collaboration

• Strong customer focus

• Excellent communication skills, both written and verbal

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Does this role sound like the next step in your career?

We’d love to hear from you! If you don’t meet all of the requirements exactly, we encourage you to use your cover letter to tell us about your unique experience—talent comes from many places, and skills are transferable.

Our Commitment to an Extraordinary Work Environment

At CargoSprint, we value diversity and inclusivity. We strive to create a welcoming and supportive community for employees from all backgrounds. Regardless of your gender, sexual orientation, physical ability, religion, ethnicity, race, or age, you will find a place where you can thrive and be your authentic self.

Our CargoSprint Recruitment Team personally reviews every application.