Note: The job is a remote job and is open to candidates in USA. Super Dispatch is an end-to-end transport management platform serving the auto transport industry. The Customer Support Specialist will provide multi-channel assistance to carriers, drivers, shippers, and brokers, resolving platform, billing, payment, and technical issues while delivering customer training and documenting solutions. The role also involves gathering feedback and collaborating with product, engineering, and sales teams.
Responsibilities
- Provide multi-channel support (email, chat, phone) to address inquiries and resolve issues for carriers, drivers, shippers, and brokers
- Investigate and resolve billing concerns, including subscription management, invoicing discrepancies, and payment-related inquiries
- Assist users with our SuperPay solution, addressing payment processing issues, transaction concerns, and setup guidance
- Identify, diagnose, and resolve technical and operational challenges, escalating complex issues when necessary
- Educate users on platform features and best practices to enhance their experience and efficiency
- Collect user feedback to inform product improvements and document recurring issues for internal review
- Contribute to the creation and maintenance of knowledge base articles, user guides, and troubleshooting resources
- Partner with internal teams, including product, engineering, and sales, to ensure seamless issue resolution and a customer-first approach
Skills
- 2–4 years of experience in customer support, preferably in a SaaS or technical environment
- Strong communication skills, with the ability to convey technical concepts clearly to non-technical users (e.g., API connections)
- Experience supporting billing systems or payment platforms (e.g., Braintree, Chargebee, or similar)
- Familiarity with software troubleshooting practices and customer success strategies
- Ability to manage complex inquiries and resolve escalated issues effectively
- Proactive mindset with strong organizational skills and attention to detail
- A customer-centric attitude and a dedication to providing exceptional support
- Willingness and availability to work weekend shifts (Saturday or Sunday) as part of the regular schedule
- Willingness to work late/evening shift hours, with coverage through 7:00pm as part of the regular schedule
- Open to candidates within the United States only. All work must be performed from within the United States. This role is not eligible for international remote work
- Candidates must be U.S. citizens
- Spanish language proficiency preferred, though not required
- Experience with CRM tools (Saleforce) or ticketing systems (Zendesk) is a plus
Benefits
- Multiple health, dental, and vision plans with a portion of employee premiums paid by the company
- Stock options
- 401K with a company match
- 100% distributed remote-first culture
- Monthly $50 wellness stipend for health, wellbeing, and fitness needs
- Flex PTO policy
- 6-12 weeks paid parental leave
- Latest tech and equipment provided
- Medical, dental, and vision coverage with generous premium contributions for employees and their families
- Health Savings Account with employer match
- Company-paid disability and life insurance
- Opportunity to add additional coverage for you and your family
Company Overview