Customer Support Representative

Socket.dev; Seattle (WA); On-site; USD 52,000 - 70,000; Full time

Job summary

DAT is seeking a dedicated Customer Support Representative for its Seattle team. You will be the first point of contact for customers, handling inquiries via phone, email, and live chat with empathy and precision.

Responsibilities include troubleshooting issues, documenting feedback, and collaborating with cross-functional teams to improve our fintech solutions and customer experience. 1–3 years of experience preferred; PST hours 9–5; CRM tools like Zendesk/HubSpot/Freshdesk are a plus.

Qualifications

• Experience providing customer support in fast-paced environments.
• Strong written and verbal communication skills.
• Ability to troubleshoot and resolve issues effectively.
• Familiarity with fintech or freight industries is a plus.
• Access to data and customer feedback to improve service.

Responsibilities

• Handle customer inquiries via phone, email, and live chat with empathy and accuracy.
• Troubleshoot issues and escalate where necessary to resolve complex problems.
• Develop product knowledge to provide accurate information and guidance.
• Collect customer feedback to inform service improvements.
• Collaborate with Design, Operations, and Product to enhance the customer experience.

Skills

CRM software

Communication skills

Customer service

1-3 years experience

Mon-Fri 9-5 PST

Tools

Zendesk

Hubspot

Freshdesk

Job description

About DAT DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 45 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 400 million freights posted in 2022, and a database of $150 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, and Bangalore, India. For additional information, see www.DAT.com/company .

The Opportunity

We are seeking a dedicated and empathetic Customer Support Representative to join our team in Seattle. In this role, you will be the first point of contact for our customers, offering support and solutions to inquiries, complaints, and feedback. The ideal candidate will possess strong technical skills, experience in high call volume environments, and a deep understanding of fintech solutions. Your mission will be to ensure customer satisfaction and to foster a positive, supportive relationship between our customers and our company.

What you will do:

• Customer Interaction - Handle incoming customer queries through various channels (phone, email, and live chat), providing accurate, timely, and empathetic responses while maintaining a solution-oriented mindset.
• Problem Resolution - Troubleshoot customer issues, offering clear and concise solutions. Escalate complex issues to the appropriate teams when necessary.
• Product Knowledge - Develop and maintain a comprehensive understanding of our products/services to effectively assist customers and provide accurate information.
• Feedback Collection - Actively seek customer feedback to improve our services and products.
• Team Collaboration - Work closely with other departments to ensure a cohesive customer experience, sharing insights and coordinating on issue resolution.

The Skills and Experience You’ll Bring

• Can be available 9am - 5pm PST
• Demonstrates pride, ownership, and accountability for your work, and expects the same from those you work with.
• Shares opinions openly on what's working and what's not across the product, tech stack, and team processes.
• Is comfortable with independently owning large features with multiple moving parts.
• Seeks feedback early and often in the development process.
• Collaborates effectively and empathetically across different roles such as Design, Operations, and Product.
• Identifies speed vs quality tradeoffs and balances them judiciously.
• Believes diverse teams make better decisions and actively fosters a culture where every person can do their best work.
• Has the ability to work in a fast-paced environment and to adapt to changing demands.
• Has proficiency in using CRM software and other customer support tools (Zendesk, Hubspot, Freshdesk…etc)
• Exhibits excellent communication skills, both verbal and written.
• Has 1-3 years’ experience

We’re extra excited if:

• You have proven experience in customer support or a related field.
• You have familiarity with Fintech or the Freight industry.
• You have Hubspot experience

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)