Think about your last trip to a grocery store. Almost everything you see was moved on a truck. Within 4 days time, if trucks stopped moving, your grocery store would be empty. The transportation network is critical to our economy, and the Tier 2 Customer Support role is a key to AtoB’s success.
As a Tier 2 Customer Support agent, you will use your expertise to resolve issues, clear roadblocks, and proactively identify developing incidents in order to keep fleets moving. Your primary responsibility is to build trust by engaging with our carriers, ensuring their successful adoption and continued satisfaction with our products and services. This role requires a proactive and carrier-centric approach, with a focus on both outbound calling during special projects and process/SOP development which others can follow.
Key responsibilities:
Managing a daily queue with the group
Outbound calls to high value customers and special programs
Working cross department to develop best practices
Team building, so as to strengthen connections intra-deparmentally
Maintaining a space at your home free from distraction during business hours
Generating SOPs and Macros as we work to build out our playbooks
Sharing knowledge, skills and best practices with the team
Identifying areas where we can future-proof
Keen sense of retention and advocacy
Key skills:
Proven experience 2-4 years in a support or account management role. Big+ for financial, transportation/3PL, fleet fuel card, telematics/ELD or factoring experience. You understand the transportation world and dynamics between shippers, brokers, carriers and drivers. Further, you wish to make the lives’ our our professional fleets and professional drivers easier.
Superior phone work as well as written and verbal communication skills
High level sense of prioritization
Zendesk experience a plus
Bilingual (Russian, Punjabi) a plus
Highly adaptable, coachable, proactive, happy and driven.
Preferred Hours - Between 7am and 6pm during Pacific or Mountain Time (negotiable)
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What We Do
The trucking and logistics industry provides the backbone of the economy, but the payments infrastructure on which it runs is broken; the existing suite of payment tools is outdated, difficult to use, prone to fraud, and saddled with hidden fee structures.
AtoB is building Stripe for Transportation — modernizing the payments infrastructure for trucking and logistics, where capital movement occurs quickly and transparently. Our flagship product is the AtoB Fuel Card, a zero-fee fuel card accepted anywhere built for fleets of all shapes and sizes.
Join a fast-growing world-class team building next-generation payments infrastructure for the transportation industry: atob.com/careers
