Junior Customer Excellence Associate

Cargobase Pte Ltd; Monterrey; Hybrid; MXN 240,000 - 360,000; Full time

Job summary

Cargobase Pte Ltd in Monterrey, Mexico, seeks a Junior Customer Excellence Associate to support the full post-sales journey—from onboarding to platform support and customer engagement. You’ll contribute to live implementations, handle support queries, and help manage customer relationships under senior guidance.

This entry-level role emphasizes learning SaaS onboarding and building strong client relationships.

Qualifications

• 0-2 years of experience in customer support, onboarding, or implementation (internship or entry-level acceptable).
• Eagerness to build expertise in customer experience, implementation, and SaaS platforms.
• Strong communication skills and attention to detail.
• Prior experience in SaaS, logistics, freight forwarder, supply chain, or B2B platforms is a plus.

Responsibilities

• Onboard new customers with configuration docs, platform walkthroughs, and user setup.
• Support customers and engage with accounts, monitor usage and dashboards for risk signals.
• Handle tier 1 support tickets via chat and email, escalate complex issues as needed.
• Maintain internal documentation and contribute to knowledge base and templates.

Skills

Strong communication skills

Attention to detail

Eagerness to build expertise in SaaS

SaaS platforms knowledge

Job description

About Cargobase

At Cargobase, we build a collaborative platform that connects enterprise shippers (e.g. Bosch, Reckitt Benckiser, Goodyear, Ennoconn) and Logistics Service Providers (e.g. DHL, DSV, FedEx) to work together across complex freight operations. The platform supports the full logistics lifecycle - from urgent ad-hoc shipments to long-term tenders, and from invoicing and compliance to reporting and analytics. Our customers rely on Cargobase as a system embedded in their day-to-day operations.

Role Overview

The Junior Customer Excellence Associate supports the full post-sales customer journey including onboarding, implementation, platform support, and customer engagement. You will contribute directly to live implementation projects, handle support queries, and begin managing customer relationships under the mentorship of more senior team members.

Key Responsibilities

1. Customer Onboarding & Implementation Support

• Assist in onboarding new customers by helping prepare configuration documents, platform walkthroughs, and user setup.
• Participate in implementation tasks such as data mapping, test case execution, UAT coordination, and go-live prep.
• Shadow and gradually lead implementation projects with defined templates and checklists.
• Support creation of solution documentation (user guides, workflows, FAQs) with direction from consultants.

2. Customer Account Support & Engagement

• Serve as the secondary point of contact for selected accounts, handling routine updates and usage questions.
• Monitor platform usage and customer activity dashboards to spot early risk signals.
• Support health check-ins and training refreshers alongside senior managers.
  Build foundational relationship skills by participating in structured customer touchpoints.

3. Support Ticket Management & Troubleshooting

• Handle tier 1 support tickets via chat and email, including access issues, basic functionality queries, and data corrections.
• Escalate complex issues to senior team members with appropriate context and logs.
• Contribute to the maintenance of internal support documentation and customer-facing articles.

4. Documentation, Process Learning & Internal Contributions

• Maintain clear internal documentation of customer configurations, project steps, and feedback.
• Actively participate in team training, onboarding simulations, and internal tools workshops.
• Contribute to updates in knowledge base, onboarding materials, and implementation templates.

Key Qualifications

• 0-2 years of experience in customer support, onboarding, or implementation (internship or entry-level experience acceptable).
• Eagerness to build expertise in customer experience, implementation, and SaaS platforms.
• Strong communication skills and attention to detail.
• Prior experience in SaaS, logistics, freight forwarder. supply chain, or B2B platforms is a plus

What Does Success Look Like

After 90 days

• You independently handle 1st-line support tickets with correct triage, clean communication, and proper escalation.
• You contribute reliably to onboarding and implementation work (Account configuration, Forwarder Communication, go-live prep) with minimal rework.
• You follow implementation checklists and templates without missing steps or introducing errors.
• You maintain accurate customer documentation and internal notes for the accounts you support.
• You demonstrate a solid understanding of standard customer setups and common issues.

After 6 months

• You independently support standard onboarding and training flows.
• You act as the secondary owner for a small set of customer accounts, handling routine questions and updates without supervision.
• You identify early risk signals in usage or behaviour and flag them with clear context and suggested actions.
• You resolve the majority of customer questions without escalation and escal…?
• You contribute improvements to documentation, templates, or support processes based on repeated customer interactions.
  

Overall success

Success means the associate becomes a dependable colleague who removes load from senior team members, delivers clean and repeatable onboarding outcomes, and shows clear progression from task execution to early customer ownership.