Customer Success Executive - Phoenix

Job description

Cargobase is the leading logistics platform that provides a full suite of solutions to better manage all your spot-buy freight. Every day, we help global businesses navigate and manage their spot-buy freight online – effectively, efficiently, and economically. In order to support our global growth, we are looking for a Customer Success Executive based in the Americas time zone (United States, Mexico, Brazil). You will work remotely, reporting to our global headquarters in Singapore.


As a Customer Success Executive, you will help our existing and new customers make the best out of the Cargobase platform and work through any challenges users may have with our platform. We are looking for a passionate, customer-centric and highly competent customer support professional committed to delivering the highest standard of experience to our enterprise customers. At the forefront of Cargobase’s customer interaction, you will be the first port of call to answer any inbound questions. As part of the Customer Success team, you play a key role in building and maintaining customer satisfaction, retention, and loyalty.



Responsibilities

  • Tackle users enquiries on Cargobase platform utilisation
  • Provide world-class support via live chat and Email
  • Respond to enquires within agreed service level
  • Serve as the first point of contact for our users
  • Be the go-to resource for customer questions and platform issues
  • Provide users with solutions providing guidance and solving issues
  • Become a trusted subject matter expert on Cargobase features
  • Help customers to fill in any gaps in their product knowledge
  • Work with our product and technical teams to report, identify and troubleshoot issues and bugs
  • Maintain our excellent service standards to ensure customer satisfaction and retention


Requirements

  • Qualifications- BA/BS degree is required
  • 3 to 6 years of customer service experience required
  • Experience in SaaS user support is preferred
  • Excellent written and verbal communication skills
  • Passion for consistently providing a great customer experience
  • Ability to troubleshoot tech issues and relaying information in a digestible way to customers
  • Ability to balance multiple tasks and customer needs simultaneously
  • Knowledge of the freight forwarding industry is preferred but not compulsory