Customer Solutions Analyst: Freight Tech Data-Driven Support

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

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.