Support Lead

Agent; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A logistics SaaS company is seeking a Support Lead to manage customer support operations. This remote role involves responding to customer inquiries, managing tickets, and improving support workflows. Ideal candidates will have over 2 years of experience in customer support and excellent communication skills. You will work in a dynamic team committed to improving logistics operations, ensuring quick resolutions to customer issues, and optimizing workflows to enhance service quality.

Serviços

Competitive compensation

Flexible working hours

Opportunity for career growth

Qualificações

• 2+ years of experience in customer support, account management, or client success.
• Background in freight forwarding, customs brokerage, trucking, or logistics SaaS is a plus.

Responsabilidades

• Monitor and respond to inbound customer chats during business hours.
• Own and manage the full lifecycle of support tickets from triage to resolution.
• Track support metrics and report trends to the leadership team.

Conhecimentos

Exceptional written communication

Attention to detail

Experience with chat/ticket platforms

Ability to work independently

Strong sense of ownership

Ferramentas

Pylon

Intercom

Zendesk

Notion

HubSpot

Slack

ChatGPT

Claude

Perplexity

Descrição da oferta de emprego

Support Lead – Logistics SaaS

Location: Remote

Employment Type: Full-time

Compensation: $1200-$1400/month

Reports To: Operations Manager / CEO

About Us

Revenue Vessel is a software platform that helps logistics professionals access and analyze import data. We primarily serve freight forwarders, customs brokers, trucking companies, and logistics tech providers across the U.S. and beyond. As we grow, we’re committed to delivering fast, accurate, and helpful support that matches the operational urgency of our customers.

Role Overview

We are seeking a proactive and detail‑oriented Support Lead to take ownership of our customer support operations. This person will be the first line of response in our live chat system, manage ticket triage, ensure prompt resolutions, and continuously improve support workflows. Experience in logistics or supply chain operations is highly valued, as many customer issues are time‑sensitive and industry‑specific.

Key Responsibilities

1. Frontline Chat & Ticketing

• Monitor and respond to inbound customer chats during business hours.
• Provide quick and clear first‑touch responses that acknowledge issues and set expectations.
• Escalate or assign tickets to appropriate internal team members as needed.

2. Ticket Management

• Own and manage the full lifecycle of support tickets (from triage to resolution).
• Ensure all tickets are categorized, prioritized, and handled within target SLAs.
• Keep customers informed of progress and resolution timelines.

3. Knowledge Base & Workflow Optimization

• Identify recurring questions or issues and contribute to our internal documentation and customer‑facing knowledge base.
• Recommend and help implement workflow improvements to enhance support quality and speed.

4. Reporting & Feedback

• Track support metrics (response time, resolution time, CSAT, etc.) and report trends to the leadership team.
• Provide feedback to product and operations teams based on common support themes.

Ideal Candidate Profile

Must‑Haves:

• 2+ years of experience in customer support, account management, or client success.
• Exceptional written communication and attention to detail.
• Experience with chat/ticket platforms like Pylon, Intercom, Zendesk, or similar.
• Self‑starter with the ability to work independently and handle multiple conversations simultaneously.
• Strong sense of ownership and accountability.

Nice‑to‑Haves:

• Background in freight forwarding, customs brokerage, trucking, or logistics SaaS.
• Experience writing help center articles or standard operating procedures.
• Familiarity with tools like Notion, HubSpot, or Slack.
• Familiarity with AI tools like ChatGPT, Claude, or Perplexity.

Why Join Us

• Mission‑driven, nimble team with a bias for action.
• Direct exposure to the operations of global trade and logistics.
• Opportunity to shape support operations from the ground up.
• Competitive compensation and flexibility.