Parade is revolutionizing the logistics space by tackling its most pressing problems. We use advanced automation, AI, and machine learning to make freight more efficient and transparent. With a steady stream of new products, we’re always at the cutting edge, addressing the future needs of freight. Since our breakthrough Series A funding in early 2022, we have rapidly scaled and recently secured an additional $17M in venture funding, fueling our growth and our commitment to driving the future of logistics. Join us in crafting groundbreaking solutions and influencing the future of logistics!

Responsibilities

  • Own resolution of tier 2 support conversations from investigation, root cause analysis, escalation to Engineering and Product teams, and providing recommendations and fixes back to the customer
  • Act as the primary escalation point for Customer Support Representatives, handling more complex customer issues and inquiries
  • Develop and refine advanced troubleshooting techniques and methodologies, creating scale and repeatable for solving common customer issues
  • Mentor and provide guidance to Customer Support Representatives, aiding in their professional development and knowledge enhancement
  • Lead the creation and maintenance of detailed help documentation
  • Provide guidance and subject matter expertise to Product teams on customer feedback, sentiment, and needs
  • Support new product rollouts by creating documentation, workflows, and other assets to help customers understand and adopt new features

What Success Would Look Like in Your First Few Months 

  • In 2 weeks, hop into the queue as a frontline representative and triage tickets for escalation
  • Become a product expert on Parade
  • Document knowledge gaps and make recommendations for resources to help customers self serve on key needs
  • Own your individual performance for resolution CSAT and resolution time
  • Develop a point of view on top priority customer issues to provide to management
  • Establish yourself as a reliable point of contact for Customer Support Representatives, offering expert advice and timely escalation when necessary

Basic Qualifications

  • Minimum of 3 years of experience in a customer support role or equivalent, preferably in a SaaS or logistics-related company
  • Proven track record of handling complex customer support issues in a tech-driven environment
  • Strong analytical skills coupled with excellent problem-solving, investigation, and troubleshooting capabilities
  • Demonstrated ability to prioritize and balance customer and team needs, making data-driven decisions for tooling and process enhancements

Preferred Qualifications

  • Exceptional attention to detail and a deep understanding of customer needs and expectations
  • Proficiency in advanced support tools (e.g., JIRA) and data analysis tools (e.g., SQL, Excel, Tableau)
  • Specific expertise in TMS and logistics SaaS products, with a broad understanding of industry challenges and solutions

Perks

  • Competitive salary and compensation package with full Medical, Dental, and Vision benefits
  • 401k plan to help you save for the future
  • UNLIMITED Paid Time Off – and we want you to use it!
  • 100% Remote
  • Company Offsites to get to know your teammates

Compensation

The expected on-target compensation for this role is between $50,000-$60,000 for work performed in the United States

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