Loadsmart

Internal Customer Support

Job Description

We are seeking a customer-obsessed, detail-oriented, and relentlessly proactive. This role is the front line for Alice, Loadsmart's internal Brokerage TMS. You will triage defects, tickets, and support requests from our Brokerage teams, resolve what you can, and translate the rest into clear, reproducible, high-quality tickets for the engineering teams. You will also help reduce repeat issues by improving documentation, training, and operational workflows so our product squads can stay focused on delivering the roadmap.


WHAAT YOU GET TO DO:
  • Own first-line intake for Alice support across ASR, CSR, and Back Office teams (Slack, Jira, email).
  • Triage incoming requests: reproduce issues, categorize (bug, data, training, enhancement), and assess severity and impact.
  • Resolve issues without engineering via guidance, configuration, and documented workarounds; keep stakeholders moving.
  • Create high-quality tickets when engineering is required, including repro steps, expected vs actual behavior, and business impact.
  • Coordinate urgent incident response for critical outages or workflow breaks, with clear status updates and post-incident follow-ups.
  • Identify recurring patterns and drive prevention through knowledge base articles, lightweight enablement, and recommendations to Product.
  • Track and report support health metrics weekly (volume, time-to-first-response, deflection rate, top drivers).

    • REQUIRED QUALIFICATIONS:
  • 3+ yrs product/ops support (SaaS or internal systems).
  • Troubleshoot workflows; isolate root cause (system/data/process); SQL a plus.
  • Fluent English; clear updates for non-technical users.
  • Tools: Zendesk/Jira/Salesforce preferred; maintain a searchable knowledge base.
  • Partner with Product/Engineering; manage stakeholder expectations.

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