Role Overview:
We are looking for a proactive and detail-oriented Customer Support Specialist to join our global Cargoo Customer Support Team. In this role, you will help ensure that our customers have an exceptional experience using our platform and services. You will be responsible for resolving queries, guiding users through product features, escalating technical issues when needed, and acting as a trusted point of contact for our clients.
Responsibilities:
- Respond to customer queries in a timely and professional manner via chat, email, phone, and ticketing system
- Identify customer needs and guide them in using platform features effectively
- Analyze and report platform malfunctions by testing various scenarios and replicating issues
- Escalate technical problems through internal ticketing system to the relevant teams
- Gather customer feedback and collaborate with the Product Management team to improve platform functionality
- Communicate new product features and updates to customers
- Follow up with customers to ensure technical issues are fully resolved
- Support the development of training materials, guides, and instructional videos
- Conduct training sessions for customer super users
Requirements
- 2-3 years of experience as a Customer Support professional
- Experience in the logistics industry, preferably ocean freight
- Familiarity with CRM or ticketing systems such as Zendesk, Freshdesk, Jira, or similar
- Excellent communication in English
- Strong multi-tasking and prioritization abilities
- Patience, empathy, and professionalism when handling challenging cases
Nice to Have
- Experience supporting SaaS products or logistics platforms
- Previous experience working in a global, cross-cultural team
- Knowledge of additional languages beyond English
- Interest in supply chain innovation and digital logistics trends
