About the role
Join Our Team
We are looking for a Customer Support Specialist to join our Customer Support team. This role is ideal for a hands-on, customer-focused professional with problem-solving skills and a solid understanding of logistics processes (mainly ocean freight). You will thrive in a fast-paced environment, enjoy investigating and resolving complex issues, and be passionate about delivering exceptional customer experiences.
What You'll Be Doing
- Support the daily activities of the Customer Support team.
- Ensure customer inquiries via email, chat, and ticketing systems are handled promptly and professionally.
- Assist with complex customer issues, platform-related challenges, and service disruptions.
- Investigate customer-reported problems, identify root causes, and coordinate resolutions with Product and Development teams.
- Monitor service quality and ensure high levels of customer satisfaction.
- Maintain accurate records of customer interactions and support activities.
- Collaborate closely with Sales, Operations, Product, Development, and IT teams to ensure seamless customer experiences.
- Support customers with Cargoo platform functionalities, troubleshoot issues, and provide effective solutions.
- Identify trends in customer feedback, recurring issues, and system performance to drive continuous improvement initiatives.
- Contribute to the development of knowledge base articles, best practices, and support procedures.
- Assist with initiatives that improve customer retention and overall customer satisfaction.
Who We're Looking For
- Experience in customer support, customer service or a comparable customer-facing role; experience in logistics, freight forwarding, supply chain or related industries is considered an advantage.
- Tech-savvy
- Strong communication and interpersonal skills with a customer-oriented mindset.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Strong organisational skills and attention to detail.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Experience working with ticketing, CRM or customer support systems is considered an advantage.
- Ability to work independently and as part of a cross-functional team.
- Fluent English and Spanish, Portuguese is a plus.
Equal Opportunity Employer
CSA Global Logistics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
Work Authorization
Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this role.
Relocation/Travel
Role is not pen to relocation and does not require travel.
Ready to take the next step in your customer service leadership career? We would love to hear from you. Apply today and help us deliver outstanding customer experiences every day.