Customer Support Analyst

ARE YOU INTERESTED IN JOINING A HYPER-GROWTH LOGISTICS TECH COMPANY?

Loadsmart is a growth-stage start-up technology company valued at over $1 billion (a true Tech Unicorn)!

Loadsmart is a growth-stage start-up technology company valued at over $1 billion (a Tech Unicorn)! We are looking for a (talented, inspired, etc.) Customer Support Analyst to our team! We are seeking someone proactive,  data-driven and 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: Customer Success

LOCATION: Philippines

• Provide timely and effective responses to customer inquiries and 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.

• Providing customer support in a SaaS environment for 2+ years.
• Communicating clearly and effectively in both written and spoken English.
• Managing and resolving support tickets using Zendesk or similar systems.
• Troubleshooting and solving complex customer issues with a methodical approach.
• Assessing and prioritizing urgent customer concerns effectively.
• Handling difficult conversations with customers while maintaining professionalism.
• Quickly learning and mastering new products, configurations, and integrations.
• Creating educational content for customer help centers and FAQs.
• Building and maintaining an internal knowledge base to support internal teams.
• Delivering exceptional customer experiences through proactive support and communication.

WORKING AT LOADSMART:

• Competitive base salaries - we believe in rewarding top talent 

• Loadie Time Off - flexible PTO

Apply today!

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.