Customer Solutions Analyst

Highway; Dallas (TX); On-site; USD 52,000 - 78,000; Full time

Job summary

Highway, a freight tech provider, seeks a Customer Solutions Analyst I to deliver exceptional service to freight brokers and carriers. You will solve issues, respond quickly, and collaborate with internal teams to uphold SLAs.

You will handle escalations, use application insights, and contribute to product improvements. A background in customer success, data analysis, and familiarity with Active Admin and SQL are a plus in a fast-paced environment.

Qualifications

• Experience in customer success with technical support using data insights.
• Strong analytical problem-solving skills.
• Familiarity with Active Admin for Ruby on Rails.
• Experience with SQL and Excel preferred.
• Excellent communication in a fast-paced environment.
• Able to manage multiple priorities and adapt to a flexible schedule.
• Transportation and logistics background a plus.

Responsibilities

• Solve customer issues using application insights and SLAs.
• Handle high volume inquiries and escalations with timely responses.
• Collaborate with the Customer Success team to resolve escalations.
• Assist with inbound support calls and tickets in Active Admin.
• Maintain high service levels and monitor NPS to reduce downtime.
• Propose updates to the application to fix bugs and improve operations.
• Communicate effectively with internal teams and manage multiple priorities.

Skills

Customer support

Data analysis

SQL

Excel

Active Admin

Communication

Problem solving

Organizational skills

Logistics

Tools

Active Admin

Job description

Reports to: Customer Solutions Team Lead

About the Company:

Highway is the fastest-growing freight tech provider in North America. We serve the largest freight brokers in the industry, solving one of their biggest pain points: who is really hauling their freight. We answer the question of Carrier Identity, protecting brokers’ networks, preventing fraud and increasing transparency. Serving and protecting our customers is our top priority, and we are proud that our best marketing is our customer referrals and testimonials.

Role Description

Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. Freight brokers use Highway to onboard over 10,000 carriers a day. The Customer Solutions Analyst I is responsible for creating an exceptional experience for customers through problem solving, timely communication and partnering internally with the appropriate stakeholders.

Your role:

• Ensures an improved customer experience by using insights within the application to problem-solve and address any customer issues.
• This includes managing a high volume of Customer inquiries and developing strategies to resolve customer concerns in a timely manner that meet Highway’s SLAs.
• Work closely with the Customer Success team in handling escalated cases that require additional oversight and review.
• Handles escalated inbound support phone calls as needed, responds to escalated tickets and troubleshooting as required within Active Admin for Highway’s application.
• Maintains the exceptionally high levels of service with a focus on NPS scores and analyzes issues to ensure minimal downtime in the application and the timely completion of customer inquiries.
• Makes and suggests updates to the application as required to address system bugs and issues and to ensure the accurate operation of the application for customers.
• Other duties include troubleshooting technical problems and providing individual solutions for Highway's customers.
• Demonstrate responsiveness in responding to internal and external communication with the ability to manage multiple priorities at one time.
• Work cohesively with other members of the Highway Team in an effort to serve our customers well.

Qualifications

• Prior experience working in a Customer Success solutions team offering technical support through data insights and identifying trends for a software company.
• Technical aptitude and analytical problem solving skills that bring customer solutions that optimize Highway’s platform and improves the overall customer experience.
• Familiarity with tools such as Active Admin for Ruby on Rails is preferable.
• Familiarity with SQL and/or Microsoft Excel is highly preferred. .
• Thinks outside the box through data analysis of customer insights and performance of Highway’s application.
• Excellent communication skills and thrives in a fast paced and urgent environment.
• Highly organized with a proven track record of managing multiple priorities within a deadline driven atmosphere.
• Must be comfortable working a flexible schedule as escalations arise and fixes may be required in the company’s application.
• Transportation and logistics background is a plus.

Key Work Objectives:

• Management of Highway’s customers inquiries to optimize their customer experience of Highway, leading to customer retention.