Customer Support Specialist

Cargoo; Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

CSA Global Logistics in Miami is seeking a Customer Support Specialist to handle daily inquiries, resolve platform issues, and ensure a smooth customer experience in ocean freight logistics.

You will work with cross-functional teams, document interactions, and contribute to knowledge base improvements. Fluent English is required; Spanish is highly valued, with Portuguese a plus. This on-site role offers a fast-paced environment and opportunities to improve service quality.

Qualifications

• Experience in customer support or a similar role (logistics experience a plus).
• Ability to communicate with both technical and non-technical stakeholders.
• Fluent English; Spanish required; Portuguese a plus.
• Excellent organizational skills and attention to detail.

Responsibilities

• Handle daily customer support activities via email, chat, and ticketing systems.
• Investigate issues, coordinate with Product and Development to resolve disruptions.
• Monitor service quality and maintain accurate records of interactions.
• Collaborate with Sales, Operations, Product, Development, and IT for seamless support.
• Develop knowledge base articles and support procedures.

Skills

Tech-savvy

Customer support

Communication skills

Bilingual English/Spanish

Portuguese bonus

Job description

Join Our Team

We are looking for a Customer Support Specialist to join our Customer Support team. This role is ideal for a hands-on, customer-focused professional with problem-solving skills and a solid understanding of logistics processes (mainly ocean freight). You will thrive in a fast-paced environment, enjoy investigating and resolving complex issues, and be passionate about delivering exceptional customer experiences.

What You’ll Be Doing

• Support the daily activities of the Customer Support team.
• Ensure customer inquiries via email, chat, and ticketing systems are handled promptly and professionally.
• Assist with complex customer issues, platform-related challenges, and service disruptions.
• Investigate customer-reported problems, identify root causes, and coordinate resolutions with Product and Development teams.
• Monitor service quality and ensure high levels of customer satisfaction.
• Maintain accurate records of customer interactions and support activities.
• Collaborate closely with Sales, Operations, Product, Development, and IT teams to ensure seamless customer experiences.
• Support customers with Cargoo platform functionalities, troubleshoot issues, and provide effective solutions.
• Identify trends in customer feedback, recurring issues, and system performance to drive continuous improvement initiatives.
• Contribute to the development of knowledge base articles, best practices, and support procedures.
• Assist with initiatives that improve customer retention and overall customer satisfaction.

Who We’re Looking For:

• Experience in customer support, customer service or a comparable customer-facing role; experience in logistics, freight forwarding, supply chain or related industries is considered an advantage.
• Tech-savvy
• Strong communication and interpersonal skills with a customer-oriented mindset.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong organisational skills and attention to detail.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Experience working with ticketing, CRM or customer support systems is considered an advantage.
• Ability to work independently and as part of a cross-functional team.
• Fluent English and Spanish, Portuguese is a plus.

Equal Opportunity Employer

CSA Global Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Work Authorization

Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.

Relocation/Travel

Role is not pen to relocation and does not require travel.