Loadsmart

Customer Support Analyst

Job Description

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: Customer Success
LOCATION: LATAM (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 communication skills.
  • Comfortable with reading/written 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.

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