Customer Support Specialist
Core
Support daily activities of the Customer Support team by handling inquiries via email, chat, and ticketing systems, investigating complex issues, and coordinating resolutions with Product and Development teams.
Role type
Customer Support Specialist
Builds
Customer experiences and platform functionality adoption for logistics clients
Domain
Logistics / Freight forwarding / Supply chain
Deliverable
client delivery
Required skills
Problem-solving, root cause analysis, cross-functional collaboration, ticketing system proficiency, CRM usage, knowledge base development, trend analysis
Preferred skills
Logistics or freight forwarding industry experience, tech-savviness, multilingual communication (English, Spanish, Portuguese)
Responsibilities
Handle customer inquiries via email, chat, and ticketing systems; investigate and resolve complex customer issues; coordinate resolutions with Product and Development teams; monitor service quality; maintain accurate records of interactions; collaborate with Sales, Operations, Product, Development, and IT teams; support customers with Cargoo platform functionalities; identify trends in customer feedback to drive improvements; contribute to knowledge base articles and support procedures.
Seniority
Individual Contributor