Customer Support Manager (Remote-LatAm)

São Paulo / Remote

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Loadsmart, Inc.

Loadsmart is a logistics technology platform that enables shippers, carriers, and brokers to efficiently manage an automated supply chain. Backed by data scientists, engineers, and world-class support — Loadsmart integrates seamlessly to give...

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ARE YOU INTERESTED IN JOINING A HYPER-GROWTH LOGISTICS TECH COMPANY? → Do you want to join a company that is expanding its SaaS product portfolio?→ Do you want to have the opportunity to lead a fast-growing Customer Support team?→ How about the opportunity to reimagine what customer experience should be like? If so, nice to meet you! We are Loadsmart and we have recently created a new Customer Support Manager position. We are seeking an innovative, agile, data-oriented professional who thrives in a dynamic and fast-paced global company.
You will manage all of our Customer Support practices for some of the Loadsmart SaaS products, while leading a team of approximately 4-7 people (the team is already in place and will keep growing as operations scale) with autonomy to review current processes and activities and build out new policies and procedures, even more customer-centric. Your role is to ensure that customers receive outstanding support, their needs are met and their experience of working with Loadsmart is exceptional. LOCATION: Remote from anywhere in Latin America

What you get to do:

  • Lead and mentor a team of approximately 4-7 customer Support analysts who work for multiple SaaS products, focusing on their development and on strengthening their performance.
  • Define/review different service models (taking in consideration the customer profile) and levels (L1, L2 and L3)
  • Define/review policies and procedures aiming to ensure excellent customer service for multiple products and strengthen team efficiency.
  • Define/review and keep constant track of KPIs and metrics that allow a clear overview of the support operations progress by product, including growth of requests, customer satisfaction, team performance, among others.
  • Defuse situations with unhappy customers, taking over negotiations and attempting to appease.
  • Review/help define Voice of the Customer practices that will ensure feedback gathering and sharing.
  • Ensure development of the knowledge base for customers, establishing an up-to-date and organic channel in which users can self-serve and contribute to improve.
  • Partner with Customer Success, Product, Sales, Finance and other teams to ensure expectations alignment and processes that ensure the best possible customer experience.
  • Define routines that ensure constant and up-to-date understanding of customer performance/results and department progression.
  • Provide regular reports on customer performance/results and department progression.
  • Stay on top of technical developments in the support space and make recommendations on implementing any new technology.
  • Be accountable for meeting customer facing SLAs and ensure the team is resourced and equipped to stay in compliance.
  • Lead the recruitment and employee onboarding efforts for the team.

You have experience:

  • 3+ years of experience as Team Leader/Supervisor in SaaS companies.
  • 3+ years of experience in Customer Support
  • Proven track record of working in a customer facing role.
  • Proven experience managing customer support for multiple products.
  • Experience working with Fortune 500 customers and SMBs.
  • Experience defining different service models (taking in consideration customer profile) and levels (L1, L2 and L3).
  • Strong communication skills, both written and verbal, in order to effectively communicate client desires to the development team.
  • Excellent English language skills, written and spoken.
  • Ability to clearly define and deliver technical solutions that drive customer satisfaction and business results.
  • Excellent customer service skills.
  • Experience in the Logistics industry is a big plus.
  • Experience with CRM, preferably Zendesk, is a plus.

Your colleagues would describe you as:

  • Adaptable and flexible - you roll up your sleeves and get dirty with projects. In start ups, not everything is as stable and well defined as in larger organizations and you have to be flexible to be able to deal with this sort of environment.
  • Curious - you are comfortable asking smart questions, proactively want to scratch the surface and dig a little bit deeper.
  • Hands-on - you are a doer, willing to learn, and you like to learn by doing things and figuring out by yourself if necessary.
  • Organized - you are structured and self disciplined. You hold yourself accountable to your own action items and also follow up with peers and colleagues to ensure they are also delivering as expected.
  • Problem solver - you are able to take a step back and look at challenges from different angles. You don’t expect things to be handed to you on a plate.
  • Results oriented - you are able to define what results need to be achieved and you motivate your team and others peers towards their achievement.
  • Leader - you are comfortable leading a team and putting the necessary structure and frameworks in place to ensure the team's success. 
WORKING AT LOADSMART  Prosperity• Competitive base salaries - we believe in rewarding top talent • Extremely competitive Equity package• Signing bonus - because you will work remotely, you will use it as you like: to set up your home office, get a new laptop or buy that amazing coffee machine to make your days happier :)• Training budget - we will support you on developing your skills.  And Happiness!• Unlimited time off• Wellbeing initiatives• Lots of engagement activities;• An opportunity to work with a diverse, global community of 450+ Loadies united by our core value of teamwork • Regular recognition, feedback and transparency across all levels.• Opportunities for you to join our community service initiatives.
At Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.
Job region(s): South America
Job stats:  5  3  0
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