Support Lead - Remote Eligible

Support Lead – Logistics SaaS

Location: Remote

Employment Type: Full-time

Compensation: $1200-$1400/month

Reports To: Operations Manager / CEO

Role Overview

We are seeking a proactive and detail-oriented Support Lead to take ownership of our customer support operations. This person will be the first line of response in our live chat system, manage ticket triage, ensure prompt resolutions, and continuously improve support workflows. Experience in logistics or supply chain operations is highly valued, as many customer issues are time-sensitive and industry-specific.

Key Responsibilities

1. Frontline Chat & Ticketing

• Monitor and respond to inbound customer chats during business hours.
• Provide quick and clear first-touch responses that acknowledge issues and set expectations.
• Escalate or assign tickets to appropriate internal team members as needed.

2. Ticket Management

• Own and manage the full lifecycle of support tickets (from triage to resolution).
• Ensure all tickets are categorized, prioritized, and handled within target SLAs.
• Keep customers informed of progress and resolution timelines.

3. Knowledge Base & Workflow Optimization

• Identify recurring questions or issues and contribute to our internal documentation and customer-facing knowledge base.
• Recommend and help implement workflow improvements to enhance support quality and speed.

4. Reporting & Feedback

• Track support metrics (response time, resolution time, CSAT, etc.) and report trends to the leadership team.
• Provide feedback to product and operations teams based on common support themes.

Ideal Candidate Profile

Must-Haves:

• 2+ years of experience in customer support, account management, or client success.
• Exceptional written communication and attention to detail.
• Experience with chat/ticket platforms like Pylon, Intercom, Zendesk, or similar.
• Self-starter with the ability to work independently and handle multiple conversations simultaneously.
• Strong sense of ownership and accountability.

Nice-to-Haves:

• Background in freight forwarding, customs brokerage, trucking, or logistics SaaS.
• Experience writing help center articles or standard operating procedures.
• Familiarity with tools like Notion, HubSpot, or Slack.
• Familiarity with AI tools like ChatGPT, Claude, or Perplexity.

Why Join Us

• Mission-driven, nimble team with a bias for action.
• Direct exposure to the operations of global trade and logistics.
• Opportunity to shape support operations from the ground up.
• Competitive compensation and flexibility.