Super Dispatch is looking for an experienced Customer Support Representative to join our growing team! This is a fully remote role and an exciting opportunity for a talented individual to join a high-growth SaaS company.
As a Customer Support Rep at Super Dispatch, you will be our customer’s first point of contact, providing both functional and technical support to customers across a broad spectrum of skill levels. You will be responsible for providing a positive experience to our carrier and shipper customers and contributing to the overall revenue growth of the company by working to resolve high-level technical issues that arise in the product, while also participating in the ongoing improvement of Super Dispatch’s product suite.
What you’ll do:
- Comprehensive Customer Support: Field and handle inbound customer support requests through multiple channels including phone, email, and chat with the utmost professionalism and efficiency.
- Advanced Issue Resolution: Expertly diagnose and resolve customer issues in a timely manner, ensuring a seamless customer experience.
- Software Evaluation: Conduct thorough testing of new software releases, features, and functionality to maintain product excellence.
- Documentation and Knowledge Management: Meticulously document and archive customer support issues and resolutions for reference and improvement purposes.
- Project Ownership: Take ownership of various Support-related projects and initiatives, driving them to successful completion.
- Exemplary Service: Deliver exceptional customer service, consistently achieving high levels of customer satisfaction and loyalty.
- Cross-functional Collaboration: Collaborate closely with engineering, product, and design teams to effectively translate user needs into actionable insights for product enhancements.
- Knowledge Base Contribution: Actively contribute to the expansion of Super Dispatch’s knowledge base, including creating help articles, training videos, and internal documentation.
What you bring:
- Minimum of 1 year in a Startup/SaaS environment.
- Minimum of 1 year in a customer-facing technical support position.
- Minimum of 3 years in a customer service-oriented role.
- Experience troubleshooting operating systems, web browsers, smartphones, and mobile apps.
- Proficiency with technology, preferably in a diagnostic environment.
- Experience with technical writing, documentation, and/or administrative responsibilities.
- Familiarity with tools such as Gsuite, Microsoft Office, Salesforce, Slack, Intercom, Notion, Atlassian, or similar software.
Bonus points for:
- Proficiency in Spanish and/or Russian.
- Transportation/Logistics/Automotive industry experience.
- IT training and/or Web Development experience.
- Experience with UX Design and/or research.
- Experience with product/project management.
- Previous people management experience.
Who you are:
- Customer-focused – you have a genuine passion for helping other and delivering exceptional customer experiences.
- Analytical – you have an analytical mindset coupled with strong problem-solving skills.
- Adaptable – you adjust quickly to changing priorities and conditions, and you respond positively to complexity and change.
- Continuous learner – you are curious, open minded, and have a desire for continuous learning and self-improvement.
- Ownership – you take ownership of projects and work independently with minimal supervision.
- Team player – you have a collaborative mindset and the ability and build positive relationships with individuals across the organization.
- High integrity – you are trustworthy, honest, and dependable.
- Detail oriented – you have a keen eye for detail and exceptional organizational skills.
- Open and positive – you respond well to feedback and are willing to consider new ideas, perspectives, and approaches.
- Strong communicator – you have the ability to clearly articulate the solution to the problem you’re solving.
Within 1 month, you’ll…
- Graduate from Super Dispatch’s company-wide new employee onboarding program. You’ll get caught up with who we are, how we work, and what we’re building.
- Learn best practices for handling customer questions and troubleshooting issues to ensure an exceptional customer experience.
- Understand the full functionality of Super Dispatch products, as well as the greater auto transportation industry and competitive landscape.
Within 3 months, you’ll…
- Consistently resolve customer inquiries and problems with minimal assistance.
- Effectively prioritize and escalate issues to meet and exceed customer requests while ensuring quick resolutions.
- Take ownership of ad-hoc projects and deliver results on them.
Within 6 months, you’ll…
- Consistently meet or exceed your Key Performance Indicators (KPIs), including maintaining a customer satisfaction rating above 95% and an average response time of under 2 minutes.
- Collaborate closely with engineering, product, design, and QA teams, actively contributing to the product improvements by sharing valuable customer insights.
Within 12 months, you’ll…
- Proactively identify and implement strategies to increase efficiency in Customer Support processes and streamlining operations for better customer experiences.
- Assist and mentor new team members through shadowing sessions and coaching, ensuring they embrace best practices and thrive in their roles.
What we do:
Our mission at Super Dispatch is to transform the world of vehicle shipping by becoming the leading platform for moving cars. For too long, the auto transport industry has been left without effective tools and instead given outdated processes and disconnected systems. The Super Dispatch platform is a one-stop-shop for everything Carriers and Shippers need to move cars faster, smarter, and easier. Backed by cutting edge technology and best-in-class software, Super Dispatch is the advanced auto transport experience taking carriers and shippers into the future.
Who we are:
Our team is comprised of highly motivated professionals with a passion for solving big problems with technology. Together we’ve created a people-first culture where we welcome diversity of backgrounds and ideas. Our core values are built around learning, growing, evolving, and continuous experimentation. We believe and practice taking bold risks. We embrace failure as a lesson. We celebrate wins and milestones. We put our team and customers first. We are committed to supporting each other and helping each other grow on this journey.
Compensation:
The salary range for this position is $45,000 – $55,000 per year.
Summary of Benefits:
- Stock options
- Unlimited vacation (PTO)
- Health, dental, vision, and life Insurance
- 401(k) with company match
- 12 weeks of paid parental leave
- Monthly gym membership/wellness stipend
- Equipment provided
- Fully remote role
- Growth opportunities