Customer Experience Specialist

HaulPay; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

A leading company in the transportation industry is seeking a Customer Experience Specialist who will oversee client onboarding, account management, and ensure exceptional customer service through proactive engagement. The ideal candidate should have a solid background in customer support, transportation operations, and possess strong critical thinking skills. This role offers a competitive salary and an opportunity to make a significant impact in client retention and growth.

Qualifications

• Client-facing experience in Customer Support or Customer Success.
• Preferred experience in transportation as a broker or during brokerage.
• Strong computer skills including Google Suite, Excel, and Confluence.

Responsibilities

• Manage key client accounts and ensure successful onboarding.
• Develop client relationships through regular follow-ups.
• Create training content and document feedback for product improvements.

Skills

Critical Thinking

Problem Solving

Strategic Skills

Education

Background in Customer Support or Customer Success

Experience in transportation operations

Tools

Google Suite

Excel/Google Sheets

Slack

HubSpot

Confluence

Job description

The Customer Experience Specialist performs multiple roles within the Customer Success department, including but not limited to:

• Account Management of assigned accounts.
• Supporting the CS team in the escalation or de-escalation of client requests focused on client retention.
• Assisting management in the creation, refining, and updating of SOPs utilized by the CS team.

Responsibilities:

• Possesses the technical aptitude to become a product expert of the HaulPay platform for either Broker or Carrier clients, and in some cases, both.
• Develop relationships with the client, their employees, and agents through regular follow-up during and after onboarding.
• Ensure proper onboarding so the client can realize the full potential and functionality of the HaulPay program.
• Assist the client in all areas of the onboarding process.
• Schedule and lead group training sessions.
• Create training content and SOPs aimed at integrating clients’ daily operations with the HaulPay platform.
• Collect product feedback to diagnose technical or onboarding issues.
• Proactively monitor account activity to ensure retention and growth.
• Develop best practices to increase active client accounts and growth.
• Engage clients proactively to ensure revenue retention and expansion.
• Address escalated issues from clients, invited carriers, and debtors, including requests, complaints, and product-related bug reports or feature requests.
• Attempt to address or resolve client issues, de-escalate when necessary, document situations and steps taken, and maintain a consultative approach to retain business and provide excellent service.
• Escalate to management only when necessary.
• Assist Customer Success Associates in processes such as invited carrier management, support email delegation, and ensuring adequate call center coverage.
• Support onboarding and servicing of clients assigned to the CS team as the account manager.
• Take ownership of Customer Success SOPs by updating, refining, or developing them in Confluence or other platforms, focusing on client-facing procedures, onboarding, and resource building for offshore teams.

Qualifications:

• Background in Customer Support, Customer Success, or Sales in a client-facing role.
• Experience in transportation, specifically in carrier and/or broker operations; firsthand experience as a broker or in brokerage is preferred.
• Computer skills: Google Suite, Excel/Google Sheets, Slack & Dialpad, HubSpot, Email (Front preferred), Confluence.
• Strong critical thinking, problem-solving, and strategic skills.

Compensation: $45,000 - $55,000 yearly