Tier 2 Customer Support

LocationRemoteEmployment TypeFull timeLocation TypeRemoteDepartmentSupportCompensation$55K - $65K • Offers EquityThink 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 groupOutbound calls to high value customers and special programsWorking cross department to develop best practicesTeam building, so as to strengthen connections intra-deparmentallyMaintaining a space at your home free from distraction during business hoursGenerating SOPs and Macros as we work to build out our playbooksSharing knowledge, skills and best practices with the teamIdentifying areas where we can future-proofKeen sense of retention and advocacyKey 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 skillsHigh level sense of prioritizationZendesk experience a plusBilingual (Russian, Punjabi) a plusHighly adaptable, coachable, proactive, happy and driven.Preferred Hours - Between 7am and 6pm during Pacific or Mountain Time (negotiable)Compensation Range: $55K - $65K #J-18808-Ljbffr

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