The Role
Provide customer support for SaaS and logistics issues, manage inquiries, and collaborate with internal teams for solutions and improvements.
Summary Generated by Built In
ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY?
Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)!
We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less.
With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.
We are looking for a Customer Support Analyst to join our team remotely! We are seeking someone proactive, data-driven and who thrives in a dynamic and fast-paced global company.
In this role, you will be responsible for Level 1 support, assisting customers across various channels while contributing to process improvement and escalation workflows. You are highly customer-focused and will ensure that all customer issues are tracked, followed up on, and resolved efficiently.
DEPARTMENT: Account Management
LOCATION: Philippines (Remote)
WHAT YOU GET TO DO:
- Provide timely and effective responses to customer inquiries and issues
- Own and resolve complex logistics and SaaS customer issues
- Gain a deep functional and technical understanding of various SaaS products, including setup, configuration, and third-party integrations
- Accurately log and track customer issues in the ticketing system, ensuring follow-ups and proper escalation paths for resolution
- Collaborate with internal teams, including Product and Engineering, to document and escalate bugs and feature requests
- Develop and contribute to internal knowledge bases and customer help center content
- Identify patterns in customer issues and proactively suggest process improvements
REQUIRED QUALIFICATIONS:
- 2+ years of Experience in Customer Support for SaaS companies
- 2+ years of experience in Logistics, TMS or similar
- Advanced written and spoken English & Spanish communication skills
- Experience using ticketing systems (Zendesk preferred)
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to assess and prioritize urgent or potentially urgent issues
- Confidence in communicating with customers, even when delivering unfavorable news
- Proven ability to learn and master new products quickly
- Experience creating educational content for customer help centers
- Ability to build and maintain an internal knowledge base to support internal teams
- Customer-focused mindset with a commitment to delivering an outstanding experience
- A proactive and initiative-driven approach to learning and improvement
WORKING AT LOADSMART:
• Competitive base salaries - we believe in rewarding top talent
• Extremely competitive Equity package - become a shareholder in our company!
• Loadie Time Off - PTO and sick days without a limit
At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.
It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale.
Skills Required
- 2+ years of Experience in Customer Support for SaaS companies
- 2+ years of experience in Logistics, TMS or similar
- Advanced written and spoken English communication skills
- Experience using ticketing systems (Zendesk preferred)
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to build and maintain an internal knowledge base
Loadsmart Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Loadsmart and has not been reviewed or approved by Loadsmart.
-
Leave & Time Off Breadth — Unlimited PTO (“Loadie Time Off”) and sick time are described in postings as available without a limit, broadening flexibility for time away. Availability is noted across many U.S. roles, though exact application can vary by position and location.
-
Healthcare Strength — Comprehensive medical, dental, and vision coverage is consistently cited in job postings, indicating a solid core health offering. This breadth forms a standard tech-style benefits baseline for U.S. employees.
-
Equity Value & Accessibility — Stock options are frequently offered and positioned as competitive alongside base pay and other benefits. This ownership component is presented as a meaningful part of total rewards.
Loadsmart Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
We are industry veterans and data-scientists using innovative technology to fearlessly reinvent the future of freight. As the ‘nerds of logistics’, we seek intelligence in data to solve deep-rooted inefficiencies in the industry. We give shippers, brokers and carriers access to our data connections (linking supply and demand) and suite of award-winning solutions to strike the perfect balance of cost and service. We’re creating a more efficient and environmentally responsible way to move more with less. For more information, please visit: https://loadsmart.com
