Customer Support Analyst, Philippines

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY?

Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)!

We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less.

With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.

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: Account Management

LOCATION: Philippines (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 & 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